Account number: 012373289370
Hello Mr Ribsskog and thank you for your email.
I am sorry you were unhappy with my response and that you feel I have not taken your complaint seriously.
I certainly do not think that the poor service you had received from the agent was down to lack of training and agree it was unacceptable how you were made to feel. The service your received from the agent was not at all sympathetic to your circumstances and your requests could have been considered or other options offered.
When we deal with complaints against agents, we contact the agents manager and advise of the complaint and provide full details. The manage would then review your account and the agent would be given feedback and training if we thought it could help them improve their Customer Service Skills. They would also be made aware of your comments and if needed a capability would be set and reviewed at regular intervals between the manager and the agent.
The offer of paying £70 per month, is if you were to stay with Eon and this amount would for the time being cover your future energy used and help pay towards the debt. I also advised that I would review this again and try to lower your payments if I could do so. I have also offered much cheaper prices which would be of benefit to you.
I am not asking that you pay £30 plus £70, the £30 plus per month would be if you left Eon, as I had offered to spread your final balance over 12 months as I understood you could not pay the amount owing in full.
I would ask that you advise me, what you would like me to do to resolve your complaint as I would like you to receive a satisfactory resolution.
If you would like to discuss this by phone then, please call me on 0115 843 4013 ext 2063.
Kind regards
Danielle Gobbett
Directors' Office
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