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

tiengomar

if the account is frozen I don't think bank can do much.
I would keep pushing EE.

SevenOfNine

Frogletina said:

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.

I'd have given it the last little 'push' as you've done, then you must weigh up the emotional drain on you if they still resist, & keep bouncing you to the bank.

Some things can keep you busy in the midst of grieving, others just get in the way of it. Don't try further if you're running on empty.

Frogletina

SevenOfNine said:

Frogletina said:

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 perio TVds 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.

I'd have given it the last little 'push' as you've done, then you must weigh up the emotional drain on you if they still resist, & keep bouncing you to the bank.

Some things can keep you busy in the midst of grieving, others just get in the way of it. Don't try further if you're running on empty.

Thank you for your much needed advice.

I have been so busy dealing with first the death of my husband who died in June 2019, and then my son in September 2019. Covid delayed the sale of two houses, but now I'm just finishing writing up the Estate accounts. I have focused on doing the best that I can for them.

I was actually still married but had separated from my husband a long time ago. 

The loss of my son has been so hard to bear and I think being busy has kept me going. I guess in part these are delaying tactics, but it is definitely the last push.

SevenOfNine

Frogletina said:

SevenOfNine said:

Frogletina said:

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 perio TVds 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.

I'd have given it the last little 'push' as you've done, then you must weigh up the emotional drain on you if they still resist, & keep bouncing you to the bank.

Some things can keep you busy in the midst of grieving, others just get in the way of it. Don't try further if you're running on empty.

Thank you for your much needed advice.

I have been so busy dealing with first the death of my husband who died in June 2019, and then my son in September 2019. Covid delayed the sale of two houses, but now I'm just finishing writing up the Estate accounts. I have focused on doing the best that I can for them.

I was actually still married but had separated from my husband a long time ago. 

The loss of my son has been so hard to bear and I think being busy has kept me going. I guess in part these are delaying tactics, but it is definitely the last push.

That is precisely it, "doing the best you can", it's not actually about getting the last few pounds, but EE showing a bit of professional understanding & compassion perhaps.  If/when you must let that bit go, it's not because you didn't try, emotional fuel is going to run out! 

With the loss of your son, I wonder if you have found this site https://www.tcf.org.uk/ (forums & facebook), a huge level of information & support (not necessarily for everyone of course, & a closed site for bereaved parents only).  You don't have to join the membership scheme to participate fully (or not, if it's not for you).   While you've been dealing with all this 'administration' it does allow you to hide somewhat, keep grief forced into a box with the lid on tight, but it's a jack-in-the-box & it's going to burst right out sooner or later!

Frogletina

SevenOfNine said:

Frogletina said:

SevenOfNine said:

Frogletina said:

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 perio TVds 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.

I'd have given it the last little 'push' as you've done, then you must weigh up the emotional drain on you if they still resist, & keep bouncing you to the bank.

Some things can keep you busy in the midst of grieving, others just get in the way of it. Don't try further if you're running on empty.

Thank you for your much needed advice.

I have been so busy dealing with first the death of my husband who died in June 2019, and then my son in September 2019. Covid delayed the sale of two houses, but now I'm just finishing writing up the Estate accounts. I have focused on doing the best that I can for them.

I was actually still married but had separated from my husband a long time ago. 

The loss of my son has been so hard to bear and I think being busy has kept me going. I guess in part these are delaying tactics, but it is definitely the last push.

That is precisely it, "doing the best you can", it's not actually about getting the last few pounds, but EE showing a bit of professional understanding & compassion perhaps.  If/when you must let that bit go, it's not because you didn't try, emotional fuel is going to run out! 

With the loss of your son, I wonder if you have found this site https://www.tcf.org.uk/ (forums & facebook), a huge level of information & support (not necessarily for everyone of course, & a closed site for bereaved parents only).  You don't have to join the membership scheme to participate fully (or not, if it's not for you).   While you've been dealing with all this 'administration' it does allow you to hide somewhat, keep grief forced into a box with the lid on tight, but it's a jack-in-the-box & it's going to burst right out sooner or later!

Thank you. Yes, I think that's what I'm afraid of. 

I'll check out that site. My youngest daughter is very openly grieving her father, my eldest has vivid dreams about her brother. I just feel lost.

Frogletina

I've had two more calls from EE. The first one reiterating that they cannot refund the payment as I didn't contact them till after the payment went out and the correct procedure was to go via the bank. The adviser told me to go back to the bank as it could be claimed via indemnity.

I was not impressed as I didn't have to do this with other companies and advised I'd had to find out who my son banked with, and which companies his bills were with, before I could contact them and it certainly wasn't a priority in the first few days after he passed away. She was obviously uncomfortable hearing this and said she was sorry for my loss but there was nothing she could do and I needed to contact the bank.

So I said, I claim from the bank, they pay me back, they claim from you and you will still dispute it. Oh no she said, we wouldn't dispute it. But we just can't pay direct as the account has been closed.  I concluded with, not even as a goodwill payment?

She said she'd check with someone else and rang back to say there would be a cheque sent in the post. She took my address details and asked for my bank account details! For  a cheque? She said she wasn't used to sending cheques. Obviously.

I thanked her for reconsidering.

So that is the final hurdle and I can now produce the final estate accounts, once the cheque arrives.

badger09

@Frogletina

So glad you've got the right result.

I'll paraphrase the advice I gave to SevenOfNine recently:

You're going through a deeply emotional time due to multiple bereavements, made so much worse by the Covid pandemic. The natural reaction for many (myself included) is to 'get on with sorting stuff out' as it keeps you from dwelling on your grief. This can be helpful short term, but you need to pick your battles, do what you can, but then just let some of it slide and minimize your stress.
Be kind to yourself!

 

Dr_Crypto

I guess it depends if dealing with this helps but I'm not sure it matters much in the long term. Sure EE have been awful but is the effort worth it for the reward? We had a similar situation with British Gas after a bereavement and in the end decided the £97 they owed us or whatever it was wasn't worth the phone calls or letters.