E.On sent £2,300 bill erroneously
I received two bills from E.On, dated three weeks apart. They both referred to the two-room flat my mother occupied in warden-attended
accommodation up until
and it would take five days for Prudential to process and then three days for the payment to clear.
We completed the form with a copy of our passports and a bank statement and sent it off at once. Nearly two weeks later, a message was left saying the photos of the passports had not been included. Surely we should have been told this sooner. By now we would miss the deadline for clearing the credit card.
Three days ago, we sent another form online and spoke to someone and were again told it would take five days to go on to the system. DA, WEST MIDLANDS
There had been an attempted burglary at your home. You had been away she went into a care home in January 2014.
The flat had storage heaters on a type of “Economy 7” tariff. The single meter gave three different readings when you pressed a button to read it in full. My mother always paid every bill promptly and the company read the meter often and/or
for two days and part of the garage roof had been broken and you could see foot marks on the garage wall and a large trough full of soil and flowers had been moved. You already had an alarm and were due to go on holiday. Now you needed to have CCTV installed at the front and back of the house. This unanticipated expense largely accounted for the credit card bill.
You wanted to use the proceeds of your Prudence Bond to pay it.
On the day you wrote to me, you had had to wait an excessive amount of time when you called Prudential.
You felt you were obstructed from speaking with a supervisor during your call and Prudential failed to call you back about my mother gave it readings.
In fact, I recall speaking to the firm myself and giving readings on one occasion. The flat was unoccupied between January and June 2014, when it was sold.
I then provided E.On with final readings for all three tariffs and gave it my address as the point of contact. As
Then Prudential advised that your passports had not been successfully scanned with your withdrawal request. By now you were concerned that the passport details you had uploaded to Prudential were lost.
Despite the promises to move things along, it was another 13 days after you wrote to me and eight days after I had contacted Prudential before the money arrived in your account. This being 36 days after you had made the initial request.
By then, you had exceeded your credit limit and payment was overdue.
Prudential admitted that when it received four copies of your bank statements it should have contacted you to advise that it had
You held power of attorney for your mother, giving you permission to handle her financial affairs.
This autumn, not having had any communication from E.On for well over four years, a bill from the provider arrived for £2,275.17 with an order to “please pay now”. The bill was incomprehensible.
The only mercy was that by now your mother, aged 95, had dementia and knew nothing about it. Her personal savings had nearly run out with care home fees.
You tried contacting E.On and were met with the usual pre-recorded spiel that it was experiencing unusually high call volumes at present and your call was important to it.
So you wrote a letter and sent it by “signed for” post. You had no reply to
not received the passport details. It claims, forcefully, that none of your data has been lost during this process.
The withdrawal has been made using the most beneficial fund prices, so there was no loss in that respect.
It calculated the interest due for the period of the delay on the basis of the Bank of England base rate plus one percentage point, this being £1.14. It added a further £100 for the inconvenience.
It said that, concerning the late credit card payment, it can pay up to £25 for costs incurred without you submitting evidence. You were asked to send a copy of the statement showing the interest actually charged that whatsoever, although after I spoke to E.On it acknowledged that it had indeed received it.
The second bill came three weeks later and was for £14.06. After I spoke to E.On about both bills, it admitted that your mother was actually 45p in credit.
You quite rightly want to highlight this because, as you say: “The first bill would have frightened a large majority of the population half to death.”
I approached E.On and it came back saying the large bill had been sent in error. It said: “This matter has been fully resolved and no money is owing. We are truly sorry for any concern this matter has caused.”
You report that, two hours after I approached E.On about this, a representative from its director’s office called offering extreme apologies and £30 to buy your mother some flowers.
Sadly, your mother passed away shortly after that and you decided to give the money to a charity that your mother did voluntary work for.
You are keen to have this story aired so that hopefully it may help to invoke better service for others.
because of the delay. You had told me the interest was around £190, but when the statements came one was for the period before you approached Prudential.
You are being reimbursed £67.59 interest and the £12 default fee incurred as a result of Prudential not paying out in time. Prudential also paid a further £200 for goodwill.
Unusually, you sent both me and my helpful contact at Prudential thank-you cards.