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Wednesday, November 9, 2022

British Fuel is unable to assist after a husband’s demise | Shopper affairs

I handle a park residence property and am making an attempt to assist 80-year-old VP in her dealings with British Fuel, as she is struggling after the demise of her husband.

Though the corporate was knowledgeable of the demise in March, it seems her payments are nonetheless being emailed to his account, which she can’t entry.

She doesn’t use the web, and has requested paper billing, however nothing has occurred. I known as the bereavement crew but it surely was unable to assist because it says it’s a British Fuel Evolve account. I’ve been unable to discover a contact for Evolve. I’ve emailed everybody I can consider, and adopted up by sending laborious copies to its complaints division, however nonetheless no response.

This has despatched her right into a panic as, regardless of my assurances that she is paying a direct debit, as a result of she can’t observe her utilization she fears she might be lower off.

I’m additionally unable to reassure her that she’s going to obtain the £400 authorities vitality invoice low cost this winter.
Field Hill, Surrey

One more grievance about horrible customer support from an enormous vitality provider.

VP’s scenario has most likely been sophisticated by the closure of Evolve, which was a short-lived on-line model run as a separate enterprise by the British Fuel proprietor, Centrica.

When it closed, all Evolve accounts turned plain outdated British Fuel however with out entry to her husband’s emails you don’t have the paper path.

After we chased Centrica it received in contact with VP and says it has up to date her account particulars: “We’ve additionally taken her meter readings and organized to have paper statements despatched to her, as requested.”

VP’s request was a easy one and the uncertainty surrounding her account added pointless nervousness at a time when she was already distressed. Firms must get higher at this.

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