EDF and bereavement

Kitchen_Gardener

My mum died in August. I let EDF know via their online form. Not heard a thing. They have now sent an email to the email address used to set up an online My Account for my mum, saying payment was late and threatening a fine.

She used to pay by Direct debit but obviously the bank cancelled that when she died. For some reason her account is now a business account.

Surely this is unacceptable 😦

I realise they need paying but don't they wait until the estate is settled/ probate etc

Brie

You'll have more luck I think if you ring their bereavement team.  The account should be put on hold since the date she died or notified them and the whole business account thing should be corrected.  If they don't then you can log a complaint, wait the right amount time and escalate if required.  

Usually they know they have to wait and don't chase - given the fact that if it hits the papers they are harassing a bereaved family it's rotten publicity for them.  

Kitchen_Gardener

Brie said:

You'll have more luck I think if you ring their bereavement team.  The account should be put on hold since the date she died or notified them and the whole business account thing should be corrected.  If they don't then you can log a complaint, wait the right amount time and escalate if required.  

Usually they know they have to wait and don't chase - given the fact that if it hits the papers they are harassing a bereaved family it's rotten publicity for them.  

There is no bereavement number. I can't find one.

p00hsticks

I'm not with EDF so I'm not sure about what their bereavement process is or what online form you filled in.
When my brother died, I found a contact phone number for a dedicated Bereavement department with his energy supplier (Scottish Power), but I can't see anything similar for EDF, which is disappointing, as you really need to talk to a person to be able to discuss the options available. 

When I spoke to SP, as the house was empty and going to be sold we were given the option of either continuing to make ongoing monthly payments as executors (which we decided to do, funded by money immediately available from the estate) or of having the account frozen, to be settled when the house sale has completed. 

If someone had still been living in the house, or moved in after the death, then the company would have expected the supply to be transferred into their names and them taking responsibility for the bills .

Swipe

Kitchen_Gardener said:

Brie said:

You'll have more luck I think if you ring their bereavement team.  The account should be put on hold since the date she died or notified them and the whole business account thing should be corrected.  If they don't then you can log a complaint, wait the right amount time and escalate if required.  

Usually they know they have to wait and don't chase - given the fact that if it hits the papers they are harassing a bereaved family it's rotten publicity for them.  

There is no bereavement number. I can't find one.

Try: Bereavement Support Team 0808 101 4115 Mon-Fri: 8am-6pm; Sat: 8am-2pm

https://selectra.co.uk/energy/providers/edf-energy/contact

Kitchen_Gardener

Swipe said:

Kitchen_Gardener said:

Brie said:

You'll have more luck I think if you ring their bereavement team.  The account should be put on hold since the date she died or notified them and the whole business account thing should be corrected.  If they don't then you can log a complaint, wait the right amount time and escalate if required.  

Usually they know they have to wait and don't chase - given the fact that if it hits the papers they are harassing a bereaved family it's rotten publicity for them.  

There is no bereavement number. I can't find one.

Try: Bereavement Support Team 0808 101 4115 Mon-Fri: 8am-6pm; Sat: 8am-2pm

https://selectra.co.uk/energy/providers/edf-energy/contact

Thank you.

Robin9

From Edf web site

https://www.edfenergy.com/help-support/faq/bereavement-how-tell-us-about-death-edf-account-holder

Kitchen_Gardener

Robin9 said:

From Edf web site

https://www.edfenergy.com/help-support/faq/bereavement-how-tell-us-about-death-edf-account-holder

I did that and have not heard back from them 

Robin9

Follow that through and you end up with a phone number 0333 200 5100

Kitchen_Gardener

Both those numbers are the general number. One of the few companies without a specific bereavement number.

Anyway I phoned and they didn't receive the online bereavement form from their website that I submitted.They apologized and blamed a system migration 🙄.