[Bennie_R97]

Hey @Frustrated,

Thank you for your reply and getting your point across and explaining the situation better. There are a couple of things I would like to draw attention to as awareness and hopefully can be helpful to everyone.

First of all, the migration from E.on Energy to us at E.on Next it is something that cannot be changed and I am sure that email or letter (depending on the set up of your late mum's communication with us ) were sent out with all the documentation.

About the data bridge, I don't think that there has been any. I don't want to go in too many details in how the policy work as is long and boring, but briefly, I can say that we can take readings for a specific address, but if a person does not have the clearance with us we cannot discuss things such as bills or personal details. Although if you call us and you have an issue with a meter and you need some advice that does not breach data as specific details are not shared from our end.

Also, when it comes to refunds we do need some sort of proof, this is when the Will for example comes into place. Of course the situation could have been dealt differently if you don't have the following papers.

Furthermore, the bereavement process should have been dealt with within us at E.on Next. I am not sure why they have redirected you to E.on Energy.

I totally agree that more training and a specialist team is needed and please be aware that I have given feedback about this.

About your complaint, please feel free to message our social media team if you want extra support or information on how things are getting sorted for you.

I hope this is slightly helpful.

Stay safe,
Benedetta

[Frustrated]

Hi benedetta,

im absolutely exasperated at your reply which it appears your still not fully understanding the issue. At no point have I mentioned refunds, but have endeavoured to enter into communication with you to advise you of matters relating on the account but get the barrier I’m not authorised. With eon energy any authorities die with the account holder and bereavement process kick in which I again repeat, but it appears you do not follow the same processes, maybe I should consult a clairvoyant to obtain such authority. You write to me as the executor which I do find amusing, i certainly wasn’t asked about any proof of things like death certificates ect when I first notified you of my mothers death. If your going to stick to those policies to those who have authority maybe such dealings with the account should take place with them. I want to sort the account so things are on an even keel but that’s not possible due this stance of eon next, I’m certainly not providing details of the will as that is private and no other utility provider has demanded such evidence. As to going to eon energy I found no correspondence from eon next in my mothers paperwork only from eon energy which is who I contacted in the first instance who informed me of the transfer, but I have to ask was there understanding on my mothers part that’s a question we will never know. This issue raises a further question on liabilities if you won’t talk to me without authority on the account who becomes liable for future bills, now that’s a question? And dilemma, as the legal executor that falls to myself but as I don’t have authority there the quandary.

regards

andy

[Beki]

Good evening @Frustrated, it's Beki here. 👋
I am so sorry for your loss and for the uncertainty around your questions asked.
I think we need to ask you a few more questions about what is happening to the property before we can advise further.
We would need to know if you are going to be responsible for the property and it's probably best to discuss account specific queries via PM.
Please feel free to PM me and we can go from there.

[Bennie_R97]

Hey @Frustrated, I am really sorry if I still haven't understood the matter fully. It can be hard without going into too many details.

I can see that @Beki_EONNext has replied to this thread and was happy for you to message her. She is amazing and I am sure she will be able to help.

About your feedback, please be aware that we listened and things will be changing. Again, I am sorry for your experience and thank you for your feedback as we value this so much.

Keep an eye on this space as updates on this process will be posted here.

I wish you all a lovely weekend.

Sending all the universe love,

Benedetta. 🌈

[MrDDC]

@Bennie_EONNext
OMG.
You really, really, REALLY need to get a proper bereavement team.
My mother-in-law passed away two months ago and while everyone else has been fantastic, only E.onNext managed the following exchange:
"I'm sorry, you're not listed on the account as someone I can deal with, is it possible for you to ask the account holder to authorise me to speak to you?"
"You mean the account holder I just told you has died? You want me to ask her to speak to you?"
Ironically I know the account is in debit, so all I want is an invoice dated the day she passed away so that I can pay it, then have the account transferred into an executor's account because (as you may not you know) it is a fundamental part of English contract law that one has to be actually alive in order to give consent...
What a shower!

[kev1744]

just wanted to jump on this thread to echo peoples dealings with eon next.
my father has recently passed away...i have sent emails and attempted to phone eonnext to let them know.
the emails have not been acknowledged. i eventually got through to a human a short while ago who informed me there is no bereavement department and all he wanted off me was the readings on the meter! he could not seem to grasp the concept that the account holder was dead.
in the end i have frozen my fathers bank account and as far as im concerned any bills etc from now on can be forwarded to the crematorium.
this company are an absolute joke. they have shown themselves to be both insensitive and incompetent

[Frustrated]

@kev1744

try to get the account into executor status at least. That way as the account is in arrears that will stop it being handled as a normal debt.

[Beki]

@MrDDC @kev1744
Beki here 👋
I am absolutely shocked at the experiences that you have had with our Energy Specialists. I sincerely apologise that you had to deal with that, especially at a time when you are grieving. I would like to investigate these instances further, phone calls, emails etc. I won't be contacting you in regards to the account, but I wish to provide feedback and get a better understanding of what has happened here. Can I ask you to pop me the addresses in a private message? Once again, I sincerely apologise for your experiences and also for your losses.

[MWest]

Originally Posted by Beki_EONNext

@MrDDC @kev1744
Beki here 👋
I am absolutely shocked at the experiences that you have had with our Energy Specialists. I sincerely apologise that you had to deal with that, especially at a time when you are grieving. I would like to investigate these instances further, phone calls, emails etc. I won't be contacting you in regards to the account, but I wish to provide feedback and get a better understanding of what has happened here. Can I ask you to pop me the addresses in a private message? Once again, I sincerely apologise for your experiences and also for your losses.

I think that you need to address other things here aswell as the attitude of your staff, as this message has been received by someone who it is not the intended received!

[Bennie_R97]

Hey @MWest,

thank you for your comment. Would you mind sending me a private message about this matter? I will be happy to investigate this for you and listen to your feedback. We are always open to hear feedback to better ourselves.

Thank you so much for your collaboration and patience.

Have a lovely Sunday,
Benedetta.