Eon Threats

Sneaker

A long story. Essentially I manage my mothers bills on her behalf since my father passed nearly 2 years back (she's 80 next month)I pay from my bank account. Late last year I switched her from Eon to Npower. I then asked Eon for a refund on what was left. It took until January for them to return. Then in April my mum got a threatening letter saying she should pay the amount owed immediately. I contacted them and was told we owed the same amount. It turns out they refunded twice.
I said fine I'd pay it back but got told to phone. Over the next 6 weeks I've spent over 2 hours trying to get through only to be on hold and even hung up on!
The threatening letters continue despite them telling me they won't as I'm trying to pay (been communicating via Twitter)

Again tonight I've spent 20 minutes trying to get through with no joy. My mum received a letter last week and she was physically sick with worry. I can not pay back in one payment and even been told it's fine but I need to speak to someone.

Is there any way I can legally tell them to leave my mother alone and to stick it. There attitude to date has been frankly disgusting seeing as it's their mistake.

Thanks in advance.

D_M_E

Have you checked both your and your mum's accounts and made sure that what they are claiming is fact - checked that the refund payment was actually made twice, if at all?

E.ON_Company_Representative:_Helena

Good morning Sneaker,

I agree with D_M_E, to start with, have you checked your bank account (as you were paying the bills) and can you see the duplicate refund?

I'm a bit unsure as to why you don't appear to be able to get through on the phone, there are some busier times of day, but over 6 weeks is really strange.

The resolution to this is to pay the amount back, the letters would then stop and that would be the end of it.

I think really the best thing is for me to get you in contact with someone that can sort this out and raise a complaint on the account as it's obviously been going on far too long.

I'm so sorry though that you've had a bad experience with us, I really think we need to put this right for you.

If you'd like my help, please email the account details to WebForumAdvisors@eonenergy.com and I'll do as much as I can.

Thank you

Helena.

Kitchen_Sink

Sneaker wrote: »

A long story. Essentially I manage my mothers bills on her behalf since my father passed nearly 2 years back (she's 80 next month)I pay from my bank account. Late last year I switched her from Eon to Npower. I then asked Eon for a refund on what was left. It took until January for them to return. Then in April my mum got a threatening letter saying she should pay the amount owed immediately. I contacted them and was told we owed the same amount. It turns out they refunded twice.
I said fine I'd pay it back but got told to phone. Over the next 6 weeks I've spent over 2 hours trying to get through only to be on hold and even hung up on!
The threatening letters continue despite them telling me they won't as I'm trying to pay (been communicating via Twitter)

Again tonight I've spent 20 minutes trying to get through with no joy. My mum received a letter last week and she was physically sick with worry. I can not pay back in one payment and even been told it's fine but I need to speak to someone.

Is there any way I can legally tell them to leave my mother alone and to stick it. There attitude to date has been frankly disgusting seeing as it's their mistake.

Thanks in advance.

Forget twitter (and similar types of communication)

It's not clear the current arrangement. e.g. Do you have PoA for your mother? Or have you already transferred the account into your name?

The supplier should only really be dealing with the account holder (unless you have PoA or other acceptable permission), and even then debts will still officially belong to the account holder, so you can't expect a creditor not to attempt to contact their debtor.

I am sorry to hear that your mother is physically sick. I'm not a doctor, and even if I were, MSE does not allow under it's terms to provide medical information online. So all I can suggest is that you arrange your mother to see a medical practitioner asap (or at least call 111) if symptons persist. If an emergency, call 999 and ask for an ambulance.

Here is Eon's formal complaint procedure
https://www.eonenergy.com/for-your-home/help-and-support/complaints
but it needs to be done by the account holder (or their authorised representative)