M
y younger brother has recently been admitted to a hospice for end-of-life care. As the holder of his lasting power of attorney (LPA), I am responsible for managing his financial affairs.
In particular, my brother has an outstanding electricity bill and I have requested E.ON to send it to me for payment. Despite providing the LPA document and repeatedly asking them to communicate through me, they continue to harass my brother through emails, texts, and phone calls, causing him immense confusion and distress. I have lodged complaints, but they have been to no avail.
JF Norwich
This flagrant incompetence has further exacerbated the suffering of our family during this agonizing period. As you reported to me, E.ON even had the audacity to call your brother twice in a single day while he was in his hospice bed. Despite your efforts to explain his situation and provide your contact details, they have shown no consideration.
Rectifying this issue should have been a simple task, as E.ON eventually discovered after I reached out to their press office. Shortly thereafter, you received an email from their escalated complaints team, admitting that your details were mistakenly omitted from your brother’s account after the second batch of LPA documents were received. The first set of documents had apparently gone missing upon arrival. In an attempt to make amends, E.ON decided to waive the £81.47 outstanding on the account. A spokesperson expressed their apologies, stating, “We deeply regret the inconvenience and distress this has caused. We have provided feedback to the advisors involved and will incorporate this as a training example for our staff in the future.”
E.ON’s treatment of vulnerable customers is deeply troubling. Just last month, I shared the story of an elderly heart patient with a prepayment meter who endured a year without heating or home-cooked meals due to the threat of legal action over a £13,000 bill for someone else’s energy usage. Additionally, there was the case of a mother and daughter who were forced to vacate their flat because E.ON used their top-up payments to settle the debt left by a previous tenant.
In June, E.ON was compelled to pay £5 million in compensation following the discovery of “severe weaknesses” in their customer services, particularly in call handling. The energy regulator, Ofgem, emphasized the importance of implementing adequate customer service arrangements in light of challenging market conditions and consumers facing financial difficulties. Failure to do so puts consumers at significant and immediate risk.
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