TV License Refund for dead person

ShoesAreDamnExpensive

I'm getting nowhere fast with the Indian call centre "customer services" for tv licensing. Dad died in March. Mum moved into a care home. I contacted TV licensing about cancelling the license and they seemed unable to understand my request as the house at that point was not being sold - it was just empty whilst we sorted things with social services. There was no paper correspondence and nothing in any emails to show the name on the license so assuming it was in mum's name thought will just leave it to lapse. 

It didn't lapse and end of July another year's amount was deducted from mum's account. First they refused to speak to me, despite a copy of the power of attorney being sent, then they just kept saying cryptically the name was not the name on the license so they could not reply. 

Given only my parents lived at the address I assumed the license must be in Dad's name, so sent them a copy of the death certificate explaining I am executor and Dad had died. Got a reply saying they cannot converse with me without the written approval of Dad. Given at this point he has been dead five months I replied with a copy of the will noting me as executor and asking for the refund to be made back into the account from which it was deducted. Two replies now stating that the refund cannot be made into another account without the approval of the named person on the license. I keep repeating that he is dead but it doesn't make difference. We don't have an account open in Dad's name given he died 5 months ago and we sorted the estate quickly to pay Mum's care fees. So a refund in Dad's name is worthless. 

I have made a formal complaint but can't seem to get them to explain how I get the approval of a dead person. At the point they took the payment Dad had been dead 4 months so legally they cannot have been renewing a license for a dead person? If they had tried to deduct something out of Dad's accounts at that point it would have bounced as the account was frozen on his death. 

Are there any key words I can give or someone I can complain to? It is quite distressing having to rego over everything again only for the reply to ignore my comments and repeat a request for a dead person's approval. 

Mark_d

https://www.tvlicensing.co.uk/about/making-a-complaint-AB7
At the bottom of this page there is advice on escalating the complaint

Brie

Presumably it's a DD that was paid so you might talk to the bank about the DD guarantee to claim the money back.  

(must admit it reminds me of phoning the bank after FiL died to get them to cancel his credit card.  I was told he would need to go to the bank and cancel it himself.  sigh)  (sorry you're having a tough time with something that should be so simple)

EssexExile

I went through this a few years ago when Dad died. I filled in the refund form online then there followed a toing and throwing of emails until eventually they told me to fill in the refund form online. I'm afraid I lost it then and sent them a final email listing everything that had happened and telling them what I thought of them. The refund appeared a couple of days later.

Cornucopia

Just cancel the DD that TVL incorrectly claimed on.   As above, also try the bank's DD guarantee.    The bank ought to be much better at understanding POA and probate than TVL.

It sounds as though TVL have been defeated by their own process's inability to handle the TV Licence in one name, and the bank account in another.

sheslookinhot

When I cancelled my TV Licence on line I was automatically given a refund. I had also cancelled the DD. I assume you have cancelled the licence ?

wild666

No one living at the address so no licence is required just either try to get the bank to claim it back under the DD guarantee or threaten them with court I've found both methods to be effective when company's take payments from deceased accounts or joint accounts where one has died and the other goes into care as they could pay £7.50 for a licence for their room in a care home.