24/7 Stay Warm

Karynp

My mom had a policy with them spread over 10 years, she is 5 years in but has just passed away.  I called the customer service number to inform them and I got a barrage of abuse because her DD had been cancelled - It hadn't been cancelled as such but her account has been frozen due to her passing away and awaiting probate.  They told me their legal team would be in touch as I would be liable for the costs even though I do not live in the home and have never seen the contract.  They have said I need to send the death cert across to them (I have no problem in doing that) but then continued to say I needed to make the 5 years of payment that are left today 'or else' - they didn't explain what 'or else' meant.  At no point did they try to help me or offer any sort of understanding about the difficult situation but instead have made me feel fearful about legal action - Does anyone have any advice please?  I am so upset about all this and don't know what to do for the best.  Thank you 

eskbanker

Sorry for your loss, and the way in which this mob have reacted to it - I'm pretty sure they've appeared on this board before, and not in a good way.

https://247staywarm.co.uk/wp-content/uploads/2023/10/StayWarm-Agreement.pdf appears to be the terms under which they provide their service, which does indeed have a stated ten year minimum period - I don't see any specific provision relating to the death of the customer but wouldn't have thought that a contract can continue once one of the parties is no longer around.  One thing that is for sure though, is that you aren't liable to pay them anything - theoretically they could pursue her estate but doubt that even they would stoop that low....

Karynp

Thank you, I think they are trying to play on my upset and panic me into paying.  I appreciate your comments.