EON:warm home discount!

roh999

i am hoping for a bit of help,my dad who is in his late 70s is entitled to the whd,there is no dispute about this,the problem is he still hasnt recieved it,this whole farce has been going on since the begining of march,eon claim to have sent the paperwork out at the begining of march which you take to the post office and get you key credited,he never recieved it ,then again in april they so called re-issued it and he still didnt recieve it,there is no problem with the postman or the postal service in the area and every other letter sent arrives ok,eon have the correct address as they have had for all the years my dad has been with them,he has phoned up several times some calls being on the phone for nearly an hour and it isnt free phone and is getting nothing but ignorant customer services who say they will look into it and call back,but they never do,it is now with the complaints department of eon and to be honest they are doing nothing different than the normal cs,im really struggling to understand the difficulty in them posting a letter,for them to say they have posted this twice and it not to have been recieved is pretty unbeleivable,he got told the other day that they would re-issue it but it will take another 2-3 week,surely if one of there customers has had this problem they should go out of there way to get it posted the same day instead of drag it out even longer,it isnt rocket science is it?..sorry if im waffling on a bit but my dad is entitled to this money and none of them seem to be bothered one little bit,can anyone suggest what to do next just to get what he is entitled to......

roh999

ok,thanks for all your help.

Little_Mo_70

roh999 wrote: »

ok,thanks for all your help.

!!
Can't advise I'm afraid other than to say hope you've sent your complaint by post (recorded). Seems you have done all you can.
Perhaps Malc from E.on might be able to help.

Hope your Dad gets his whd very soon

Mo

Former_E.ON_Company_Representative:_Malc

Hi roh999

Sorry for the late reply; not been in the office since last week.

I'm also really sorry for the delay sending your Dad his Warm Home Discount.

As you say, with prepayment key meters, vouchers are sent out that can be exchanged for top ups at a local retail outlet.

Where vouchers have gone astray, we do need to carry out some checks before re-issuing them. This is particularly relevant when sent to established customers like your Dad where we've not had mailing problems before.

We need to make sure they've not been intercepted and used, cancel the original and re-issue new vouchers. This, I'm afraid, can take time.

However, I do agree, this has dragged on too long and your Dad hasn't been able to take advantage of this scheme.

Raising a complaint is certainly the right way to go. I'd be happy to check the progress of this for you. If you drop an email to the address in my Profile, I'll see what's going on.

Malc