What happens to my Ebico complaint once BG take over?

TwosocksJackson

Hi all

During the first lockdown Ebico sent my mother threatening a letter out of the blue claiming she owed them money. (Usual thing: pay up or we will hand your account to a debt collector, etc.). As a vulnerable person who was shielding at the time she believed the threats (especially the one that someone would come round) and paid the money even though the gas is capped off for safety reasons (a fact Ebico are well aware of)...

That was in August this year. Last week I visited my mother and found out what had happened. I put in a complaint to Ebico pointing out the facts, asked them to refund the money, apologies, and pay a substantial amount of compensation for the emotional distress they had caused her. I got a very polite email back the very next day saying that they could not discuss the case with me because of data protection but if I asked my mother to give her permission they would be happy to look for a solution. Mother gave Ebico her permission via the telephone and I sent another email confirming that I am now the person they need to deal with not my mother...

It has now been a week and nothing. I have checked with BG and for now my mother is still a Ebico customer. My question is, if the switch her before the eight week deadline what happens to my complaint? Can I still take it to the ombudsman; do BG take on Ebico's complaints as well as their customers; or as I suspect have Ebico got away with bullying money out of a vulnerable old woman?

Thanks for any advice, all comments gratefully received

dunstonh

You may wish to post in the energy section as it is off topic for this section.    You will get more replies in the right place.

TwosocksJackson

Thanks dunstonh I will give it a go