Repay overpaid private pension?

Homerose

My Step father passed away at the end of November last year. He was receiving 2 private pension payments from a provider called Reassure. My step sister contacted them within two days of his passing and notified them of his death. We received a letter from them dated 1 December '16 confirming this and informing us no further payments would be made. End of, or so I thought. Then in March I notice a payment from Reassure into the account (previously a joint account now in my mum's sole name). At this point I make probably half a dozen calls to Reassure and various companies associated with them, on their suggestion, but no one can find record of a policy that made the payment (as there were 2 policies and 2 payments theycould only find 1). Frustratingly the payment had no reference number attached just the words 'client annuity'. No one at Reassure seemed able to advise, one person suggested I ask the bank to trace the payment, so after 30 minutes in the branch they concluded they couldnt trace it. I emailed Reassure and eventually made a formal complaint. After the complaint I received a phone call from Reassure who listened to my issue, then also confirmed they couldnt find the account. I was told it would be passed on to a complaints handler to investigate. That was 2 months ago. Then last month I received a letter from my mum's bank saying they had received a letter from Reassure and they were forwarding it to me, it said we've just learned of the death of Mr x please can you send us the details. I replied, with a copy of the death certificate and grant of probate, along with an explanation of my attempts to contact them
And a copy of their original letter confirming they knew he had died and no further payments were to be made. I've today received a letter saying, thank you for informing us of the death, we now need from you a cheque for £530 and his death certificate- having returned the original I sent them only last week.
I'm so frustrated with them, given every attempt I had made to both notify them of his death and alert them to the overpayment do I really need to repay it? All other aspects of the estate have been settled and the remainder paid to my mum as the only beneficiary (who has advanced dementia hence me being PoA and dealing with her affairs) thank you.

Yorkshireman99

Homerose wrote: »

My Step father passed away at the end of November last year. He was receiving 2 private pension payments from a provider called Reassure. My step sister contacted them within two days of his passing and notified them of his death. We received a letter from them dated 1 December '16 confirming this and informing us no further payments would be made. End of, or so I thought. Then in March I notice a payment from Reassure into the account (previously a joint account now in my mum's sole name). At this point I make probably half a dozen calls to Reassure and various companies associated with them, on their suggestion, but no one can find record of a policy that made the payment (as there were 2 policies and 2 payments theycould only find 1). Frustratingly the payment had no reference number attached just the words 'client annuity'. No one at Reassure seemed able to advise, one person suggested I ask the bank to trace the payment, so after 30 minutes in the branch they concluded they couldnt trace it. I emailed Reassure and eventually made a formal complaint. After the complaint I received a phone call from Reassure who listened to my issue, then also confirmed they couldnt find the account. I was told it would be passed on to a complaints handler to investigate. That was 2 months ago. Then last month I received a letter from my mum's bank saying they had received a letter from Reassure and they were forwarding it to me, it said we've just learned of the death of Mr x please can you send us the details. I replied, with a copy of the death certificate and grant of probate, along with an explanation of my attempts to contact them
And a copy of their original letter confirming they knew he had died and no further payments were to be made. I've today received a letter saying, thank you for informing us of the death, we now need from you a cheque for £530 and his death certificate- having returned the original I sent them only last week.
I'm so frustrated with them, given every attempt I had made to both notify them of his death and alert them to the overpayment do I really need to repay it? All other aspects of the estate have been settled and the remainder paid to my mum as the only beneficiary (who has advanced dementia hence me being PoA and dealing with her affairs) thank you.

Their complete incompetence does not mean that they are not owed the money. It has to be repaid. I would write a formal letter to their CEO setting out the facts without any emotive terminology.

Valli

I would be making a formal complaint about their handling of this, setting out exactly when they were contacted and what was said and pointing out that they are causing undue stress and worry at an already stressful time.
I would be expecting, at the very least an apology and and assurance for them that their systems will be improved.
Depending on their response I would be escalating to the ombudsman.

Totally shabby behaviour by them IMO.

Before I made any repayment I would want to know this was finalised, with all accounts closed and records accurately updated.