E-on and Probate

VicksLester

I have been having a few issues with e-on energy since the passing away of my step-mother in February this year. My correspondence began with them in earnest in June and culminated today in a call from debt collectors Phillips and Cohen. I've cut and pasted the bulk of the email correspondence with e-on below and would welcome comments. As I'm sure you can imagine I am astounded by their business attitude and truly grateful that I am not personally a customer. I have copied in the Chief Executive this time so just hope I have got the correct email.

email to e-on 22 June 2013
Dear Sir
I write in reference to the above account.

Mrs xxxxx passed away in February this year and I am dealing with her estate as executor.
I have received and paid for one outstanding bill - £300.36 receipt no. xxxxxx. However, since 19 April I have been trying to get through to your call centre to submit an up to date meter reading. Sadly, without success as I do not have the time to spend between 18 - 31 minutes holding on and still not getting through to a person.

On Thursday 20 June, I did manage to make contact with a person (this was through using the 'saynoto0870' website and I spoke with 'Michael'. Guess what, the systems were down so he was unable to help me. He did, promise to call me the following day at 4pm though but, he didn't. He gave me his extension number - 2757 but I didn't bother as I've spent enough time and money trying to contact your company.

Reply from e-on 24 June 2013
Hi, thanks for getting in touch.

I am sorry that you have not been able to get through to our Call Centre, in order to provide up to date meter readings. I am also sorry to hear that you never received a call back from Michael on Friday 21st June.

I have raised a complaint on your account to register your dissatisfaction with the lack of customer service received. If you wish to view our Complaints Handling Process, this can be viewed on our website.

We are currently experiencing technical issues when trying to correct the mailing address on the account that you are executor for. This being the case, I have not input the readings kindly provided, as any bill produced will be sent to the site address.

The complaint will remain open on the account until this issue is resolved by our Technical Support Team. Once the issue has been resolved, I will produce an up to date bill using the reads provided of 32627 and 10189.

I am sorry for any inconvenience caused and we hope to resolve the issue shortly.

email from e-on 11 July 2013
Good afternoon.

Following my email to you on the 24 June 2013, I am writing to advise that we have still been unable to add a mailing address to the above noted account that you are executor for.

The issue seems to be just affecting this account, and it is currently being investigated by our IT department. At this time, I have no resolution timescale.

The problem we have is that for some reason, and since the last bill was issued, the mailing address on the account is blank. It won't let me add a new and correct mailing address on the account and a lot of my colleague can't even access the account.

I did manage to input the factual meter readings you provided me with, however no bill will produce as there is no address to send it to.

Please accept my sincere apologies for any inconvenience caused and rest assured that I am continually monitoring the issue and will do so until a resolution has been found.

I opened a complaint on the account when I first responded to you and this will remain open for the time being.

I hope my actions are to your satisfaction and that you are happy with the update.

email to e-on 25 July 2013
Dear Ms xxxxxxxx
I write again regarding the above account. As it would appear you have been unable to resolve the issues I am somewhat concerned.
The property has now been sold and completion took place on 23 July 2013. The estate is now complete apart from this issue with your company.
The final meter readings are:
10195
32640

I would be very grateful if this matter was resolved urgently.
I do find it somewhat astonishing and also distressing that in these days of technology that you have been unable to resolve this issue.

For your information I have enclosed the original emails and your responses below.

email from e-on 30 July 2013
Hi, thanks for getting in touch.

I would like to advise that the issue we have been experiencing with the account relating to xxxxxxxxx deceased, seem to have been resolved within the last hour.

The mailing address of xxxxxxxxxx has now been successfully added to the account which should now trigger a bill based on the meter readings you kindly provided on the 22 June 2013.

We have received notification from the new owner that he moved in on the 23 July 2013 and my colleague in our Home Moves Team is dealing with the change of details.

Once the change of tenancy has been actioned, a final bill will arrive with you showing the readings of 32640 and 10195.

I am keeping the complaint on the account open for a few more days just to ensure that a bill is issued and my colleague can action the house move.

I hope you are happy with my actions and for the update.

Please accept my sincere apologies for the delay and for any inconvenience caused.

email to e-on 01/08/2013
Dear Sir

I write in reference to the above account.

I have today, received a telephone call from a debt collection agency, xxxxxx at Philips and Cohen (ref. xxxxxx), acting on behalf of your company in respect of the above account. I am distressed, angered and find it hard to believe that after all the mistakes your company have made ( see thread of emails below) that you can take this action against a grieving family. The outstanding account is 100% the fault of your company. I expect a very prompt response before I take this matter further.

Former_E.ON_Company_Representative:_Malc

Hi VicksLester

I'm really sorry for the added distress we've caused you at such a difficult time. In particular, being contacted by Phillips and Cohen so soon after the final bill isn't right.

We've a specialist Bereavement Team who should be handling this account for you. They're on hand to guide relatives and executors through the various aspects involved in finalising accounts following a bereavement.

Is this the team you've been dealing with?

Phillips and Cohen are probate and executor specialists who we've partnered with to help us support customers during these difficult times. However, I have to say, they don't usually become involved until much further down the line.

As the final bill has only just been issued and there appears to be an open complaint on the account, I'm surprised they've been in touch so soon. As I said above, this isn't right at all.

You're doing absolutely the correct thing in complaining. The Bereavement Team I mentioned above are the best placed to take this forward initially. I'd be happy to liaise with them on your behalf if you wish. Just drop an email to the address in my Profile with the details and I'll see what's been going on.

Again, I'm sorry you've had so many problems. If you need my help just let me know.

Malc

VicksLester

I have sent an email to the address you have indicated and would indeed be relieved if you are able to resolve this matter.

I would state here on a public forum however, that we have not received a final bill.

Former_E.ON_Company_Representative:_Malc

Hi VicksLester

Many thanks for the email. I've received this and just replied.

Malc