E-on

bexx83

Hi, I am new here as I am at my wits end and hope someone can give some advice. In June I received a debt letter from Wescot debt agency, acting on behalf of E-on in regards to an outstanding bill from my previous address. I rang the company to inquire about this as I had never had never had an account with them, they advised me to ring E-on direct. I rang asked E-on how they had managed to attach an account to my name without any consent or contact with myself. After a very long and draining few months of phone fights ad attempts at proving that yes I was an occupant at the address, but no I was not an account holder nor had I agreed, consented or even known about account set up in my maiden name until Wescot had got in touch. After three months of being passed around rude call center staff and management that did not follow through on proposed actions, a second resolution's manager offered me a final offer of £20 gesture of goodwill for phone costs, an additional £40 as a goodwill gesture and a letter of apology for the inconvenience caused. I would say the money doesn't matter but it does, I find it insulting that I have put with their rude behavior and bad management and would like to know if this a reasonable offer? They also stated that they had got my details from the credit bureau I was hoping for any insight of a miss management of my details, if they are allowed to just attach an account to a previous occupier?

Many thanks in advance
Rebecca.

footyguy

bexx83 wrote: »

Hi, I am new here as I am at my wits end and hope someone can give some advice. In June I received a debt letter from Wescot debt agency, acting on behalf of E-on in regards to an outstanding bill from my previous address. I rang the company to inquire about this as I had never had never had an account with them, they advised me to ring E-on direct. I rang asked E-on how they had managed to attach an account to my name without any consent or contact with myself. After a very long and draining few months of phone fights ad attempts at proving that yes I was an occupant at the address, but no I was not an account holder nor had I agreed, consented or even known about account set up in my maiden name until Wescot had got in touch. After three months of being passed around rude call center staff and management that did not follow through on proposed actions, a second resolution's manager offered me a final offer of £20 gesture of goodwill for phone costs, an additional £40 as a goodwill gesture and a letter of apology for the inconvenience caused. I would say the money doesn't matter but it does, I find it insulting that I have put with their rude behavior and bad management and would like to know if this a reasonable offer? They also stated that they had got my details from the credit bureau I was hoping for any insight of a miss management of my details, if they are allowed to just attach an account to a previous occupier?

Many thanks in advance
Rebecca.

Who were you paying for the energy you consumed at the address?

bexx83

It was E-on, my husband held the account with them. He rang and arranged the cancellation for our move out date and was given a refund at the end. I was never on any of the household bills but they still attached an account without any knowledge to myself.

Former_E.ON_Company_Representative:_Malc

Hi Rebecca and welcome to the Forums.

I'm really sorry you've found our advisors/managers rude and unhelpful. There's no excuse for rudeness. It sounds like your complaint currently sits with a Resolution Reviewer and they've put forward a Final Resolution Offer.

Resolution Reviewers take over existing complaints and go through them again. They look at what's gone before both from your point of view and ours. If they think we haven't done the right thing or haven't gone far enough, another offer will be made. Or, if they agree with the actions taken, the existing offer will be upheld. From your post, it looks as though they believe the original complaint manager hasn't gone far enough and made a follow up offer. As this is a 'Final Offer' it'll be confirmed by letter.

As you're not happy with this offer, you can use the letter to go to the Ombudsman. Although, if the complaint's over 56 days old, you can go to the Ombudsman now, no need to wait for a letter.

When your husband contacted us to close the account, did he give us meter readings for the day you gave up responsibility? If he did, were these used on the final bill?

I understand the letter from Wescot was in your name but was there also a bill in your name? If there was, did it include readings that differed from those your husband gave? Sometimes, a new occupier/landlord/letting agent etc give us readings that conflict with those from a previous occupier and this leads to a dispute. Not saying this is what happened here, it's just something that can happen. Mind you, I'd expect the bill to be in your husband's name as he was the original account holder.

Sorry for all the questions Rebecca. Trying to understand what's gone on here.

Malc

Skools_Out

bexx83 wrote: »

It was E-on, my husband held the account with them. ...

Sounds like you need to have a word him ... :cool: