[Cat17]

Being sent a letter in response to being advised that a customer was deceased with the phrase 'sorry to hear you're leaving us' 'hope you're happy in your new address' and 'here's £30 if you come back' isn't the most sensitive approach to customer service ... And then responding to the subsequent complaint by issuing the final bill (which is extortionate and wrong) was beyond belief. Still awaiting resolution if someone (human) at eon would like to get in touch with me

[meldrewreborn]

@Cat17

I’m sorry for your loss and the treatment you’re received.

Most here are other customers like me, who try to assist. We’re not customer services though. I’ll try to tag the next is in a few minutes.

[meldrewreborn]

@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

Any one on duty this morning? Sorry for tagging everyone ,I’m not adept at editing on the phone.

[meldrewreborn]

We get many fewer problems with the treatment of the bereaved than we used to but obviously there is still some way to go. Hopefully resolution here should be fairly straightforward, @Cat17 but if you want to add more, like what is the issue with the final bill amount we can try to arm you with information on how to correct it.

[Cat17]

Thank you. As you'll appreciate letters such as these are particularly distressing to grieving families. My issue with his final bill is that the night charge for the final 3 weeks (£188) is almost as much as the combined day /night charge for the previous 3 month period so makes no sense. (This was also after the account holder had died and the property was empty so would expect minimal costs over and above the standing charge).
The estimated rate applied on 7th Oct is 10 times lower than final reading and I believe it's this variance that is the route of the problem. However, I'm struggling to get past the AI contact centres to get someone to review it, and noone has responded to explain why the estimated rate was so low (possibly a misplaced decimal given the 10x smaller than expected value!)

[Cat17]

I'll also add that prior to his death the account was fully up to date.

[meldrewreborn]

@Cat17

the estate of the deceased is liable for the account until the date of his passing. If a curate reading is not available for that day (it’s not a priority after all) then an estimate will have to be used. Obviously having an accurate reading as close as possible to the date of passing would help a lot.

Electricity prices to customers on standard tariffs change every 3 months and readings on the first of jan apr jul and oct help to keep the account fully on track.

Consumption post the date of passing becomes the responsibility of those administrating his estate.

[Cat17]

Thanks but that doesn't explain the massive disparity between the estimate and the final reading, not does it explain why a night rate bill for 3 weeks period will be 10 times higher than the previous 3 months period put together (I understand that the rate itself will fluctuate but it's the usage itself that is disproportionate to the prior quarter) . The day usage for the final 3 weeks looks reasonable and is calculated correctly, it is the night usage which is extortionately high. I just need someone at eon to review it, explain it and bill it correctly, then it can be settled and we can close this account.

[meldrewreborn]

@Cat17

please remember I can’t see the detail of the bill so I’m writing in general terms.

i’m very surprised no staff have dropped in on this thread. @Lee_EONNext, since you are around can you contact @Cat17 and resolve this.

[Cat17]

Thank you. To illustrate the problem the estimated ANNUAL night usage on the account was 64kwh, then for just a 3 WEEK period on an empty property the final bill has charged his account for 1300kwh!