[RW_FanofDeb]

I am not sure how many times you want to frighten vulnerable adults with bills which show large debits, even thought they are signed up to a scheme to assist them.

But well done, I spoke with an agent earlier and explained how I had explicitly informed them not to send correspondence by post, yet you still did and within that letter you informed my vulnerable in-laws that the support agreement that they had signed up to had not removed their deficit as was informed, their bill was now £550 in debt.

The agent was supposed to send me an email so I could reply to it showing all of the interactions that I have had, no email has arrived.

My utter disgust at your behaviour towards elderly and vulnerable clients is beyond comprehension, my relatives have me to fight their corner, but how many vulnerable people have you scared with these bills?

[DebF_EONNext]

Hey @RW_FanofDeb

I will pop you a DM, I have been off sick and only came back in yesterday but I haven't forgotten about you 😊

[EmmaN]

Hey @RW_FanofDeb 👋

I'm really sorry to hear about this.

It's never our intention to cause any distress, it may have been the case that the letter may have been sent before the preferences had been updated. In all honesty, it would be best to take a look at the account to see what's happened and then discuss the next steps of what we can do to help with this.

You're welcome to pop me a PM and I'd be happy to take a look.

We're here to help and support all of our customers 💜

[RW_FanofDeb]

Hi Emma,

Thank you for your response, unfortunately the letter was sent weeks after the changes, I hate to say it but your invoicing system is ****!

I am not sure how many other vulnerable people have been scared and turned their heating off, but that invoice will have definitely have caused that to happen.

Not very good EON.

Thank you

Russell

[RW_FanofDeb]

Hey there, I sent a reply but I am not sure you got it, hope you are feeling much better. Russell x

[DebF_EONNext]

Hey @RW_FanofDeb it's been a while since we seen you around on the community how are you all getting on? I hope everyone is keeping well (or as well as can be) and everything is going a lot smoother for you all this winter? 🤞

[RW_FanofDeb]

Hi Deb, I did send you a DM already as I have been trying to get assistance for my mother and father in law again, this year they are being helped and do not get the winter fuel payment as there pension credit did not qualify due my mother in law always being self employed and opting out. I have phoned numerous times asking for help, but have received none, their DD has just been put up again. Hope all is good with you. Russell :)

[meldrewreborn]

@RW_FanofDeb

you mean their income put them above the pension credit threshold and thus the winter fuel payment is denied them as well. Millions are in the same situation. Unfortunately help is limited and not all can get it.