im currently in process of dealing with my recently deceased fathers estate.
out of all the issues ive had dealing with eonnext is by far the worst experience ive had. they have no specific department to deal with the death of an account holder. they have failed to answer any emails ive sent regarding the matter, and when i eventually managed to speak to a human he didnt know what bereavement meant and just kept repeating he wanted meter readings!
i even had to join this forum to ask for help.
sorry for the rant but by god this is an incompetent company.
@kev1744 Anasa here 👋 one of the Community Co - Ordinators. Firstly I'm so sorry for your loss. I'm sorry to hear about your experience with us. This is not what should have happened at all and I'll pass on your feedback.
We're all universal agents that should be able to deal with all of our customers queries/concerns and if we don't know something its our duty to find out and service the customer in the best way possible.
If you still need help with this please reach out and let me know 🙂
'The greatness of a community is most accurately measured by the compassionate actions of its members’
Did you know that we're open 24/7 across our Social Media Channels? There are lots of ways to contact us over here!📣
Send a direct message to @Anasa_EONNext if you still need assistance. @Frustrated and I have had a long debate about what ought to be done in another thread, which might help in the future, but your matter needs solving now,
Hey @Sas123, I'm really sorry for your recent loss and also that the process has been far from ideal. We have recently had a big overhaul of our procedures so it might be worth reaching out to our Energy Specialists again.
Usually bereavement payments are sent via cheque. Have you been told by our Energy Specialists that this has been cashed, or just that the payment was sent out? If it has only been sent out and you haven't received it, we can ask for that cheque to be cancelled and a new one issued. (As long as the first one hasn't been cashed).
Let me know if I can help out at all and I'll look into it.
@locoste1985 Morning! Anasa here 👋 Thank you for your feedback, you may see a few posts on here and you'll see that we have addressed the issues and they have been resolved and fedback as @Beki_EONNext mentioned we have recently had a big process change to provide a better service so we'd like to think that those issues are behind us now and going forward there will be a smooth consistent process to deal with bereavement in the way it should be dealt with 🙂
@kev1744 I completely agree. My father in law passed away in January and we are still trying to sort out a payment which they say we have received but haven't. Been over three months now!!! Not helping us with the grieving process at all
I just read another post on here about a lady having the same difficulty trying to advise of her mother's passing. This is not good enough E.on Next. Its 2022. Why isn't this sort of info on your app/site etc? Appauling. And how can the agent not know the definition of the word bereavement? Are your call centre staff UK based?
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