E.on: Insensitive and Poorly managed

May 26 2021

December 08 2022

My mother passed away in February 2021. It had been a very traumatic time for my mother and our family, having to cope with COVID lockdowns, and being unable to visit her in her last days. This is always a very stressful time for any family. So it is in times like these that you expect compassion from service providers, such as banks and utility providers. You do not expect these organisations to make a tough situation harder. As executor of my mother’s Will, I immediately informed the banks and the service providers, including E.on. Much of this was done online, and when I did need to speak to someone, such as Barclays Bank, they were extremely courteous and respectful. However, in May 2021, as executor, I am still receiving statements and demands for payment from E.on, even though I have taken meter readings and paid the outstanding bill up to my mother’s passing. The communication from E.on was poor, and they eventually handed the management of my mother’s account to Phillips and Cohen, a debt collection agency. Although Phillips and Cohen showed empathy, their service was also quite poor. But that’s a different issue. E.on must improve their customer service. It should not be demanding payments from deceased customers. This is quite simply insensitive. E.on showed a distinct lack of respect for my mother and her family. It certainly influenced our decision on gas and electric suppliers going forward.