[Indyk_EONNext]

Hi @Cat17

Firstly, I am so sorry to hear of your loss and I do apologise for the experience you have had. We totally understand this is such a difficult time for you and your family and our condolences are with you, it is our priority to get this sorted for you. I have also let our bereavement team know so they are also aware and will be in touch.

We're not a customer service platform but we do aim to pick up queries such as yours straight away and not within the usual 24hrs so I'm sorry this was not picked up as soon as it could have been based on when our Community team is hear to support.

I have also popped you a dm so I can look into your query and we can get this resolved for you 💜

@Milly_EONNEXT is our bereavement expert who also picks these up once she has been tagged and once we've got your details via DM we can pass them on to her to look at unless she reaches out before we do. 😊

[Cat17]

6 months later and I have to revisit this! My complaint was finally resolved in November with an offer of compensation from Eon for the distress caused, by way of a goodwill gesture to clear the erroneous account balance, confirmation that the account was closed, and assurance that no further contact would be made following this insensitive distressing handling of my deceased brothers account. I accepted this offer based on these conditions and closed the complaint.6 months later they randomly reopen the account and send a further £400 bill! @theunknowntech @JoeSoap@HannahD_EONNext @Tracy @Andy65@Han_EONNext @DebF_EONNext@Anasa_EONNext @meldrewreborn@Lee_EONNext @Mailman @WizzyWigg@M4rc @retrotecchie @EmmaN@AprilW_EONNext @Connor_EONNext@Tommysgirl @Indyk_EONNext@HelenaP_EONNext @Poppy_EONNext@FranS_EONNext @Courtney_EONNext@lateef_EONNext @Irina_EON Next <strong>@Lee_EONNext</strong> @meldrewreborn @Milly_EONNEXT

[Cat17]

6 months later and I have to revisit this! My complaint was finally resolved in November with an offer of compensation from Eon for the distress caused, by way of a goodwill gesture to clear the erroneous account balance, confirmation that the account was closed, and assurance that no further contact would be made following this insensitive distressing handling of my deceased brothers account. I accepted this offer based on these conditions and closed the complaint.6 months later they randomly reopen the account and send a further £400 bill! @theunknowntech @JoeSoap@HannahD_EONNext @Tracy @Andy65@Han_EONNext @DebF_EONNext@Anasa_EONNext @meldrewreborn@Lee_EONNext @Mailman @WizzyWigg@M4rc @retrotecchie @EmmaN@AprilW_EONNext @Connor_EONNext@Tommysgirl @Indyk_EONNext@HelenaP_EONNext @Poppy_EONNext@FranS_EONNext @Courtney_EONNext@lateef_EONNext @Irina_EON Next <strong>@Lee_EONNext</strong> @meldrewreborn @Milly_EONNEXT

[Andy65]

Hello @Cat17

That is awful. I would be on the telephone straight away requesting immediate action together with further compensation. If they say they cannot do that then ask to speak to someone who can. If that is declined then I would say that they need to give you a deadlock letter then, on the basis that they have said that your complaint had been resolved and the account closed etc. Clearly what they had told you regarding the resolution of your complaint was incorrect and on that basis, given the length of time that has passed, I would have thought that you would be entitled to a deadlock letter as their complaints process does not seem to be fit for purpose.

It is nothing short of gross incompetence from what I can see.

Can I ask exactly what this new bill is for exactly?

[meldrewreborn]

@Cat17

I’m sorry to read this. It’s the sort of thing that happens when computer algorithms don’t have sufficient safeguards in them and it results in the reopening of matters incorrectly.

What to do? Make an immediate complaint. Personally I wouldn’t go through CS, as it’s unlikely you’ll hit on somebody with the right experience to deal effectively with this. @Milly_EONNEXT might be able to sort it quickly if she was previously involved. I’d raise it by email , then you could forward or attach the previous settlement communication.

One of the things that should happen from a complaint is to learn lessons from it. That doesn’t seem to happen.

[Poppy_EONNext]

Good Morning @Cat17

I am so sorry to hear that you are having to revisit this issue six months after we believed it was fully resolved. It is completely unacceptable that the account has been reopened. This is certainly not the level of service we aim to provide!

I understand your frustration and disappointment, especially given the previous resolution where we offered compensation as a goodwill gesture to clear the erroneous balance, confirmed the account closure, and assured you that there would be no further contact.
The fact that this has happened again is simply not good enough.

I want to assure you that we will look into this as a matter of absolute urgency. We will investigate why the account was reopened and why this new bill has been issued. I am going to send you a DM to get some account details from you 💜