Author Topic: Debt Collectors  (Read 6128 times)

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Offline Janlmb

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Debt Collectors
« on: September 27, 2019, 08:35:39 PM »
My husband died on 20th August.  I let everyone know and am very shocked that the electricity company that supplies our electricity sent me an estimated bill for the amount that they think that my late husband owes them.  It arrived on 13th September they told me that had passed it on to a firm who "support bereaved families".  I looked the name of the firm up on the internet to find that they are in fact debt collectors.  Until I get probate I can't pay any of my husband's debts, not that he had many.  I know that he would be deeply hurt to think that debt collectors were chasing him.  He was an accountant and meticulous about paying all his bills on time.  Is it standard practice to pass on invoices to debt collectors as soon as the person dies?  Why were the electricity company trying to deceive me that the debt collectors are a firm who "support bereaved families".  Has anyone else had this experience?  Should I pay an estimated bill that might not be correct?  I have written to them and had a very unsatisfactory reply. I really don't need this right now.  :cry:


Offline Emz2014

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Re: Debt Collectors
« Reply #1 on: September 27, 2019, 10:38:17 PM »
I have heard stories of unsympathetic companies but this certainly does seem like the company is being unreasonable. Probate takes time and should be understood by companies

I dont know if anyone here has had an experience like this, I'm sure members will reply and let you know
Even the darkest night will end and the sun will rise. 
Hold on in there xx

Offline Sandra61

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Re: Debt Collectors
« Reply #2 on: September 29, 2019, 06:43:16 PM »
This sounds both unreasonable and extraordinarily insensitive, Jan. Of course you don't need this now. I did not find any of the firms I dealt with behaved this way. I just carried on paying the bills even though they were still in my mother's name though. All I had to do was get the name on the bill changed later on when I felt up to doing that. I suggest you put in a written complaint and point out to them how it affects their reputation to treat a recently bereaved person in this way. I think it is outrageous to pass it on to debt collectors! Probate took about eighteen months for me to get and they must know it takes time. Most companies do have a special department that deals specifically with handling the account of a deceased customer sensitively. Perhaps you can find out if this company has one and ask to speak to them. But, I would say that their response to date is certainly not on!! Don't leave it at that.

Offline Karena

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Re: Debt Collectors
« Reply #3 on: September 30, 2019, 10:55:43 AM »
So sorry for your loss  :hug:
i had trouble with my husbands bank -they contiued to pay direct debits out of his account despite being notified and sent copies of the certificate on three occasions - My stepson ended up throwing a wobbly, taking his ashes into the branch along with yet another certificate, before they closed the account, and then they tried to get me to pay the deficit - i was told as it wasnt a joint account i was not responsible, and as there was no estate to pay it they didnt get their money - the car insurance company trippled my premium even though it was my insurance in my name for the same vehicle  - i am no longer with them and wouldnt even consider that particular bank under any circumstances.

Sadly companies can be like this in part i think because they just do what the computer says and the system dictates - the letters they send out they dont even read - neverless it adds further  heart break for those of us at the other end of them at a time we are at our most vulnerable.

Assuming you live in the same house and this has happened because you applied to transfer the bill into your name  it involves closing one account to open another -just as they would if he had moved house and a new person was moving in - therefore it really isnt a debt as such - it is for a bill he would have paid had he been able too, so try not to think of it terms of debt even if it is worded that way. I dont know how they can pass an estimated claim on to a debt collection company either, surely it has to be a specified amount and the meter reading disclosed and actual bill calculated at that time when you asked to change the account too your name so you are right this seems very strange.   

  i think the legal implication is that they need to make a claim on the estate they cant make one on you personally.

 If you have a solicitor or some-one else dealing with probate then ask them, and pass the letters on.
 If you are trying to sort it out yourself then  try citizens advice first as i am not a solicitor so could be wrong, but as far as i am aware we are not personally repsonsible for "debts" incurred by a spouse it must come from their estate.  dont be afraid to contact the "debt collection company" and inform them that you have no power to access your husbands bank account until probate has been granted - I know its really difficult to think of something your husband took pride in being on top of as being an issue now - but that company, despite their main function might actually be more helpful and supportive than the electric company, it could be they genuinely have a system by which they pass this on in order to and deal with beravement and estates seperately from the way other  causes of non payment situations are dealt with.Also point out to them this oddity of an "estimated" amount.

It is awful to have to deal with this stuff my heart goes out too you i found it helped in a peverse kind od way i guess to think of it as still fighting on behalf of my husband.

Offline Janlmb

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Re: Debt Collectors
« Reply #4 on: September 30, 2019, 04:27:58 PM »
Thank you Karma and Sandra 61 for your replies.  I found them helpful.  I have told the electric company that I will not pay an estimated account even when probate is granted.  I will pay a reasonable account based on readings.  I think that these firms do this because their only interest is in making sure they get their money.  I am in the process of changing suppliers, so their behaviour has lost them a customer.  I still think this is an appalling way to treat the bereaved.  Another thing that really got to me was their attempt to deceive me into thinking that they were not debt collectors.  I am sorry to hear of your problems with closing the bank account.  I think sometimes the inefficiency of staff can hardly be believed. It is really bad when people are grieving.  Thank again for your replies.  After probate is granted the electricity company may be the last to be paid!

Offline Karena

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Re: Debt Collectors
« Reply #5 on: October 01, 2019, 10:53:04 AM »
It is so hard to have to fight when you are at your lowest ebb -well done for standing up too them. :hug:

Offline Janlmb

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Re: Debt Collectors
« Reply #6 on: October 01, 2019, 04:38:46 PM »







The electricity company telephoned me today and tried to make out that I had misunderstood their "good" intentions.  They pass the bills on because these people are specialists in bereavement services and have solicitors who can help.  Their website says that although they offer bereavement services it is in the nature of things like coming to an agreement if there is no money in the estate to cover debts.  Unbelievable!  I think they hope that most people are too ignorant or too full of grief to challenge them.  They will send me a more accurate bill rather than an estimated one.  I warned her that it will not be paid until probate is granted.  Do all companies behave like this? Apparently her manager will give me a call.  Now there's something to look forward to  :rofl:



















Offline Sandra61

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Re: Debt Collectors
« Reply #7 on: October 02, 2019, 11:09:17 AM »
No. Not all companies are like this. I think you've just been unfortunate, Jan. I found that all the companies I have dealt with have at least been kind and sympathetic - with the glaring exception of HMRC!! - and have dealt very kindly and patiently with me. Good for you for standing up for your rights and getting them to back down a bit! Keep at it! I am sure you are right and they were just hoping you would be too upset to fight back! They shouldn't get away with it, because it won't just be you they are treating like this and they should review their attitude to the bereaved. It is hard enough to cope when you have lost someone without the added upset of such poor treatment from a utility company.  :hearts:

Offline Janlmb

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Re: Debt Collectors
« Reply #8 on: October 03, 2019, 07:38:01 AM »
Sandra61 you have hit the nail on the head.  Of course I was upset and dismayed by their action.  But what about others who just can't cope at this time.  Do they or the memory of their loved ones need further aggravation and to be humiliated?  I had a phone call from someone who was very definite that I was at fault for not appreciating and acknowledging their good intentions in trying to help me at this time by doing this.  Eventually she had to admit that they are debt collectors.  However she assured me that if there is insufficient money in the estate to meet their bill this company will help me to come to an agreement whereby the debt of just over £200 can be paid off in instalments.  I pointed out that I do not have that obligation.  Their deceit is incredible.  They are also trying to thwart my efforts to change suppliers.  Thank you for your response









Offline Karena

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Re: Debt Collectors
« Reply #9 on: October 03, 2019, 11:00:06 AM »
 :hug:they are awful but if there is any way of putting a pollyanna perspective on this it is that you will look back when youre at your lowest points on this grim rollercoaster journey and draw strength from knowing that you can fight the things that get thrown at you by those who have no heart.

Offline Sandra61

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Re: Debt Collectors
« Reply #10 on: October 03, 2019, 09:08:50 PM »
Definitely a strong complaint letter needed, Jan. I am sure your husband would be furious too! You might include a threat to go to Watchdog about them or some kind of consumer programme. Also if you talk to the Citizen's Advice Bureau, they now handle what used to be trading standards, and I am sure they would be able to advise you what to say and how to combat this awful company! Give it a try. They should not get away with treating you like this. More power to your elbow, Jan!

Offline Janlmb

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Re: Debt Collectors
« Reply #11 on: October 04, 2019, 02:34:46 PM »
Well I could take the Pollyanna stance but if I do they will continue to think that their behaviour is acceptable and do it to others who may be intimidated by it.  I got a letter today from the debt collection company addressed to my husband.  Here again it can be very stressful for the bereaved to receive a letter addressed to the deceased.  They said he should telephone them so that he could pay or come to an agreement about how the bill could be paid. The electricity company tell me that the debt collectors are trained by the Samaritans to deal effectively with the bereaved.  I asked the person when I telephoned and she said she could not see why whether or not she had been trained by the Samaritans had any relevance to paying the bill.  I told her that they will get the correct amount of money when I get probate.  She said that was fine because they don't add charges to these sorts of accounts ie when the person has died.  Thank you Sandra61 I am considering my next steps.  At least HMRC have been fine with me and sent me a cheque for the tax that he had overpaid.  Sorry you did not have a good experience with them Sandra61.
All I want is for companies to treat the bereaved with kindness and consideration.  I don't think that is an unreasonable idea.  Maybe I am making too much of it but I am on my own and don't have others to ask so this forum is helpful.  I'll shut up now.

Offline GHOST

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« Reply #12 on: October 04, 2019, 11:29:30 PM »
I
« Last Edit: November 15, 2022, 04:18:19 PM by GHOST »

Offline Janlmb

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Re: Debt Collectors
« Reply #13 on: October 06, 2019, 08:21:23 AM »
The tough time that you have had Brian makes my problem so insignificant.  I am so sorry that you have been treated in this way.  The electricity company have verbally told me that they are going to review their procedures.  (Doubt that they will.)  On the plus side the estimated bill was reduced from £234 to £90.  I think that they have probably been ripping us off for years.  Thank you for the heads up about insurance.  I spoke to the debt collectors and they have said that they won't be adding charges to the account while I wait for probate to be granted.  Isn't that kind of them? LOL It is probably illegal for them to do so or I am sure they would. The person i spoke to was quite offhand and rather aggressive.  I asked her why their letter was addressed to my late husband and she said well it is just a debt to us but we now won't add charges.  Astonishing behaviour.  The electricity company told me that the debt collectors are trained by the Samaritans.  I asked her if this was so and she said yes.  I asked her how much training she had received and she more or less told me to mind my own business and said it was irrelevant to the debt that is owed. 
I do hope that you can get some of your money back, would be best if it was all of it.  This experience has opened my eyes and I would like so much to be able to reduce this stress for other people.  Take care Brian and I hope you get a good result soon.

Offline Sandra61

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Re: Debt Collectors
« Reply #14 on: October 06, 2019, 10:55:30 AM »
Good for you, Jan, for getting the amount reduced so much and for fighting your corner with the debt collectors. I would probably ask them to confirm in writing that they will not be adding any charges and will wait for the probate to come through before you have to pay, as they don't always do what they say in a phone call in my experience. Always best to make them write it down, then they can't deny they ever said it!

Brian, your story sounds horrendous! Have you written to the manager or to head office to complain to the companies who keep badgering you? I bet if you wrote a letter to the papers or to Watchdog about it, they would put an end to bothering you! They hate bad publicity! As for Santander, you should keep on fighting them for your money. My mum had an account with them also, and all I had to do was take them a copy of the death certificate to get it and they gave me a cheque while I was there. If yours was a joint account, surely if you go back with a death certificate and proof of your own identity, that should be enough? People often forget passwords also and there is usually an option to send them a message to say you have  forgotten it and they email you a request to change your password. Have you tried that. They must not be allowed to get away with fobbing you off like this and keeping your money! You must keep going back to them and arguing until you get it! Write to their UK head office if you have to. They probably have one, but it's your money, not theirs, so keep on until they give it to you.

Thanks so much for the insurance tips. I have tried it in the past, but without much success. You must have the knack!  I will try again!

Sending you both a big hug! keep going!  :hug: :hug: