problem already with bank and mobile phone provider following death of parent

tiengomar

Hello I am already having problems with the different providers.
I spoke to my mum's bank and submitted the certificate of death and ID online and apparently it takes a few days for them to process this.
In the mean time I closed by mum's mobile phone account on Monday. However today I saw that they have taken what would have been this month's direct debit. I spoke to them and they said they can't do anything now as my mother's account is now closed. I have also spoken to the bank but they were evasive about requesting a chargeback on the dd and told me that the account will stop operating once they process the scanned death certificate.
So I would like your opinion, should tesco refund the mobile phone dd or should the bank do this?
I find this extremely stressful.
I am also worried that other direct debits may come out until the stupid bank actions the forms, the nuclear option would be for me to log on my mum's bank account as I had poa and cancel the dds myself, but would that be a criminal offence?

[Deleted User]

Possibly, but it would be unwise either way.  Cancelling DDs doesn't cancel contracts.

Any excess payments will be returned.

Keep_pedalling

The mobile company should reimburse you assuming your are the executor / administrator.

You POA is no longer valid, and if the back have actually frozen the account you should no longer have access.

getmore4less

It can take time to shut everything down get final statements then reconcile all the accounts/contracts etc. 
You get hickups like these just work through each account to establish the balance at DOD and any amounts due either way. 

That DD would have already been in the system Monday if it went out overnight Tues. 

Frogletina

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

getmore4less

Frogletina said:

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

You need to check the terms of the account and what periods any payments cover.

tiengomar

hi an update:
the mobile phone provider apologised and credited the amount plus some compensation on the survivor's mobile phone account.

Frogletina

getmore4less said:

Frogletina said:

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

You need to check the terms of the account and what periods any payments cover.

Thanks. I'll check again

Frogletina

getmore4less said:

Frogletina said:

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

You need to check the terms of the account and what periods any payments cover.

I've just contacted Vodafone, and they said no refund due as payment covered previous month. I'm ok with that.

EE have just now refused once again to refund as I didn't contact them until 3 weeks after my son died, which was 2 weeks after the direct debit was claimed. It took me a while to find out who his bank accounts were with, so I couldn't stop his direct debits before then. I do think it is harsh to not refund in these circumstances. 

SevenOfNine

Frogletina said:

getmore4less said:

Frogletina said:

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

You need to check the terms of the account and what periods any payments cover.

I've just contacted Vodafone, and they said no refund due as payment covered previous month. I'm ok with that.

EE have just now refused once again to refund as I didn't contact them until 3 weeks after my son died, which was 2 weeks after the direct debit was claimed. It took me a while to find out who his bank accounts were with, so I couldn't stop his direct debits before then. I do think it is harsh to not refund in these circumstances. 

Worse than harsh! I'd write & complain politely here https://ee.co.uk/help/help-new/make-a-complaint not on the phone, with the explanation you've given here.

I'm so sorry for your loss.

Frogletina

SevenOfNine said:

Frogletina said:

getmore4less said:

Frogletina said:

I have had this problem.

I contacted EE as an executor and they  said the account had been closed with no further payments to make, but a full month's payment had been taken after DOD before I was able to advise them and they would not refund it, same as Vodafone with the land line. Should I challenge these decisions?

You need to check the terms of the account and what periods any payments cover.

I've just contacted Vodafone, and they said no refund due as payment covered previous month. I'm ok with that.

EE have just now refused once again to refund as I didn't contact them until 3 weeks after my son died, which was 2 weeks after the direct debit was claimed. It took me a while to find out who his bank accounts were with, so I couldn't stop his direct debits before then. I do think it is harsh to not refund in these circumstances. 

Worse than harsh! I'd write & complain politely here https://ee.co.uk/help/help-new/make-a-complaint not on the phone, with the explanation you've given here.

I'm so sorry for your loss.

Thank you. I'm trying to finalise the estate accounts and thought I'd give this one last try.

 I've emailed a complaint to EE. The last advice EE gave me was to contact the bank and make an direct debit indemnity claim. My complaint has mentioned this too because from what I understand, even if I did try to make an indemnity claim, the bank would clàim it back from EE and it would still not be resolved.