[Cat17]

I raised this thread yesterday and instead of resolving the appalling insensitive correspondence following my brother's death, and the errors in his account, my complaint and the thread has been deleted! I'm outraged!

EON - DELETING COMPLAINTS DOES NOT RESOLVE THEM!!!!

Please reopen my forum post and answer accordingly.

Tagging @meldrewreborn
as was helpful previously
@Indyk_EONNext

[Indyk_EONNext]

Hi @Cat17

I do apologise for any confusion, but your post hasn't been deleted and you can view it here Insensitive customer service 💜

[Anasa_EONNext]

Hi @Cat17 Anasa here! Community Manager as @Indyk_EONNext mentioned your post has not been deleted we would only delete posts if they went against Community values or where abusive in anyway.

We always ensure our customers are looked after once they come to the forum with any issues that they may have. You may have seen that we have our @millyfletcher who is our dedicated lead on bereavement who willl be taking on your query to resolve, we've many posts about bereavement and how to get this sorted if you come across any issues with customer service as we know that it's such a sensitive issue.

As the post also @Indyk_EONNext has also reached out to you via DM to get the account details we need which we can then pass on to @Milly_EONNEXT and her team if she does not reach out to you sooner.

You can read all about this over at A helping hand with bereavement so I can assure you that you are in good hands and once we have your account details we'll be able to see what's happened. Please feel free to directly DM @Milly_EONNEXT or @Indyk_EONNext with your details if you've not done so already.

[Cat17]

I suspect they're all AI chat bots! As soon as a real human being looks at the account history and the final bill all will be simply resolved. Unfortunately I'm struggling to get over that hurdle, which is frustrating given the sensitivity of the circumstances, dealing with the death of a family member, and when these things just need to be closed out as efficiently and calmly as possible. @Lee_EONNext @Milly_EONNEXT @Indyk_EONNext

[Lee_EONNext]

@meldrewreborn The Community is not a customer service platform and we do get back to members especially bereavement as quickly as possible in this case this was the following day which is exactly what we aim for if not sooner when it's an emergency.

This has been picked up and dealt with by us and our expert on the bereavement team so despite any issues prior to this that we had no control over sadly since contacting the Community the customer has been given the best service and has taken priority so I would love it if you were able to tell us what more we could have done to get to this customer?

Unfortunately sometimes we're pulled away from the Community. This being said we do our best to pick up everything where possible.

As soon as we had noticed the member in question needed some help this has been picked up via a DM and we will of course be looking into what has happened.

@meldrewreborn If you have tagged me between 12pm and 4pm, this would have been missed as I was engaged in another activity.

@Cat17 - I am really sorry for the experiences you have had so far, I can see that all your posts have been responded to, a complaint has already been raised and you're currently in contact with @Milly_EONNEXT I can assure you our team are not A1 chat bots and are indeed real human beings that run the forum and interact with our members regularly if you decide to stay on the forum after that then you will see for yourself.

[Indyk_EONNext]

Hey @Cat17

I hope you're doing okay!? I just wanted to let you know I have reached out to you via dm but your query is already at complaint level and as promised has been escalated to our Bereavement expert @Milly_EONNEXT who will also be in touch with you.

We're currently working on this for you and it will be resolved as soon as possible. You are in good hands and if there is anything else you need please reach out to me. 💜

[Milly_EONNEXT]

@Cat17 I have responded to you via direct message, I will look into this for you as a matter of urgency; I apologise again for the insensitivity and will look to support you as much as I possibly can.