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

Hasbeen

You should write. Not phone or email. A letter marked complaint to:

Ebico Energy
PO Box 10461
Nottingham
NG1 9JS

But do note, even if the gas was capped off there would still be standing charges to pay. Since I believe Ebico did away with free standing charges. If your mother has never used gas whilst being with Ebico then that may be different?

Sorry, but "threatening" letters regarding debt collection do not arrive out of the blue.
They are the last alternative to bills /requests for payment due etc. Did your mother ignore previous? Did you actually see this letter?
Ebico would not know your mother is a vulnerable old woman unless she is on the Priority Services Register?

Hopefully you will get a swift reply from Ebico.

macman

I'll be blunt. You will not get 'substantial compo for emotional distress'. Even if it goes to the Ombudsman, you will probably get offered £50 if they find in your favour. £100 would be exceptional.
Wouldn't your time be better spent getting the safety issue with the gas resolved, so your mother can use gas for as many services as possible? if she is using electricity for heating and hot water, then that is costing her around 300% more than gas.

TwosocksJackson

Hasbeen said:

You should write. Not phone or email. A letter marked complaint to:

Ebico Energy
PO Box 10461
Nottingham
NG1 9JS

Thanks for the address Hasbeen I will try writing

But do note, even if the gas was capped off there would still be standing charges to pay. Since I believe Ebico did away with free standing charges.

This is true however Ebico did not send her a letter stating that they where changing her contract. When challenged they did claim that they had emailed her informing her of the changes but my mother doesn't have an email address and until I put in a complaint they didn't have mine.

If your mother has never used gas whilst being with Ebico then that may be different?

Usually I would agree, no service no contract. Unfortunately she paid them because they threatened her and now I am left to sort things out before they disappear.

Sorry, but "threatening" letters regarding debt collection do not arrive out of the blue.
They are the last alternative to bills /requests for payment due etc. Did your mother ignore previous? Did you actually see this letter?

I am familiar with the pre-action protocol and I also know that Ebico failed to implement it. I now have all the correspondence for this year and there are two letters asking for meter reading (that mother rings in and each time reminds them that she doesn't use gas and each time they promise to make a note of it.) The final demand before action followed two weeks later by a second 'normal' bill for a lower amount, and some letters from BG telling her about the switch from Robin Hood Energy that again caused her confusion as it didn't mention Ebico. Ebico claimed over the phone that they had emailed my mother several times and when she told the woman that she 'didn't have an internet' the woman then claimed that her son must have set up a online account for her. Unfortunately mother didn't ask the email address of the mystery account.

Ebico would not know your mother is a vulnerable old woman unless she is on the Priority Services Register?

True, but as she is registered with all the utility companies they do know.

Hopefully you will get a swift reply from Ebico.

Thank you, I hope so to

TwosocksJackson

macman said:

I'll be blunt. You will not get 'substantial compo for emotional distress'. Even if it goes to the Ombudsman, you will probably get offered £50 if they find in your favour. £100 would be exceptional.

I understand what you are saying and I realise that the ombudsman can only award a nominal consideration. However, as the 'emotional distress' has a provable, negative effect on my mother's life I could have taken Ebico to court after the ombudsman had given his verdict. Obviously this only applies if Ebico remains a company under BG's umbrella.

Wouldn't your time be better spent getting the safety issue with the gas resolved, so your mother can use gas for as many services as possible? if she is using electricity for heating and hot water, then that is costing her around 300% more than gas.

Normally I would agree however I have spoken several times to her about it - going as so far as to offer to pay for a modern combi-boiler to be installed but I cannot convince her that modern gas appliances are safe

macman

The emotional distress to your mother is going to be greatly exacerbated if you sue the supplier and she has to give evidence in court...it's time to let this one go.