Eon!!!

pjs493

I had a hell of an experience with Eon following my husband’s death. For whatever reason the bill was only in his name rather than in joint names. We moved house before he died and use a different provider in the new house. 

My husband had tried for months to sort out a discrepancy with the billing at our old house related to the smart meter. He’d call, get a different story every time from the generic call centre and would eventually be transferred to a manager after much pleading to speak to one. He’d always get told someone would call him back from a specialist team, but no one did. We kept getting multiple bills for our address with different readings and different account numbers. 

The issue was still outstanding at the time of his death so I tried to take it over. It was a nightmare. Lots of calls during which I was told a specific person would call me back but they never did. All the while I kept receiving bills now addressed ‘to the estate of XX XX’. I hadn’t even sent them a copy of the death certificate. 

Eventually I just paid the bill with the account number in my husband’s name and moved on because it was causing me too much stress being on the phone for so long just to get nowhere. The other bills were just addressed to ‘the occupier’ and didn’t follow us when we moved house. I was hitting a brick wall with everyone saying I needed to speak to a specific person who was never available and never called me back. 

From what I can see from the bills, one of the ‘the occupier’ bills was credited with the winter fuel payments everyone received last year, but the bill in my husband’s name didn’t receive the credits. My husband tried to get the credits moved to the account in his name while he was alive, but from the bills I could find it doesn’t appear that this ever happened. I do recall him saying once that he’d been told by Eon that an address could only receive one winter fuel credit so if there were multiple accounts at one address another account at the same address couldn’t be credited too. We lived in an old detached house with a straightforward address so it wasn’t as if we were in a block of flats where addresses could be mixed up. 

I hope you get somewhere and get your refund. If you’re not having any luck with the bereavements team, try asking to have it escalated as a complaint. 

Claude_and_Eustace

I’ve also found Eon the worst company by far and have complained to them. Not only did they address a letter to “The executor of xxxxx D.O.D”, they then followed it with “we are sorry you are leaving us” 😡.  They have charged electricity for over a month after death as they wouldn’t close the account until they received a death certificate, but I wasn’t aware of that - his housemate told me that he had contacted them, I still don’t know if they had.  But Eon are insisting that the estate is liable for over a month of electricity after the funeral and won’t accept that the housemate was using it. Clearly the death certificate is not enough to show that he would have no use for electricity!
Good luck, it’s funny that they don’t require all of the proof to receive money from me, who is just next of kin and not an official executor. 

Savvy_Sue

Claude_and_Eustace said:

But Eon are insisting that the estate is liable for over a month of electricity after the funeral and won’t accept that the housemate was using it. Clearly the death certificate is not enough to show that he would have no use for electricity!

Surely the housemate's name should have gone onto the account at that point?

Claude_and_Eustace

Savvy_Sue said:

Claude_and_Eustace said:

But Eon are insisting that the estate is liable for over a month of electricity after the funeral and won’t accept that the housemate was using it. Clearly the death certificate is not enough to show that he would have no use for electricity!

Surely the housemate's name should have gone onto the account at that point?

Eon are insisting that they didn’t know about the death for over a month because they wouldn’t transfer the account until they received the death certificate. There is no arguing sense with them.