topic Re: bereavement and account in Billing

bereavement and account

madmum833 — Tue, 06 Jun 2023 20:38:49 GMT

My dad passed away 2 weeks ago and I contacted the bereavement team who transferred the account to me. OK sofar. My dads Direct debit was taken on 30th May for period 23rd May-22nd June and now I have received a bill for the period 4th June - 3rd July (backdated to 1st June when I told them about his death). So. I will need a refund for the overlap but who do I contact? The bereavement team again?

Re: bereavement and account

Gliwmaeden2 — Tue, 06 Jun 2023 20:56:51 GMT

Wait for staff to pick this up - they are on here during the day Monday to Friday, @madmum833.

It may well be that you need to speak to the Bereavement Team again, as refunds normally would be claimed back from My Account to the account holder's bank account or sent by cheque made out in the account holder's name.

So we need clarity about the process in this situation.

Make sure that you have completed your community forum profile details for TT staff to identify your account. Go via your avatar/name; settings; Personal Information. Add your phone number / account number. SAVE CHANGES.

At the end of that section, in Private Notes, add your father's name and full address details. SAVE CHANGES.

Re: bereavement and account

ferguson — Tue, 06 Jun 2023 21:40:53 GMT

Sorry to hear about your loss and I am sure that the team here can sort this out for you, especially as you say the account has been transferred to your name.

Please make sure that your personal details including TalkTalk phone number and/or account number are complete on your community profile (click here) so that they can link your forum identity with your account and then wait for them to respond.

Re: bereavement and account

Arne-TalkTalk — Wed, 07 Jun 2023 07:49:20 GMT

Hi @madmum833

Sorry for your loss

Just to confirm the payment on the old account will be transferred to the new account.

Credit should be on in 24 hours.

Regards

Re: bereavement and account

madmum833 — Wed, 14 Jun 2023 19:16:12 GMT

Thanks for the prompt action.

The account is sorted now.

Re: bereavement and account

Arne-TalkTalk — Thu, 15 Jun 2023 09:28:14 GMT

No problem, happy to help.

Re: bereavement and account

GReaper — Thu, 19 Sep 2024 21:06:26 GMT

Well, I finally figured out how to get into my late father's account after a month and a half of searching through piles of login notes scribbled on bits of paper that were scattered around his office. This could have all been so much easier and faster.

Dear TalkTalk, why on earth do executors/administrators of a deceased persons estate have to "hack" their account to first find your Bereavement Team contact number? It would really be a great help if you could add a simple link at the bottom of your web page with the words "Bereavement Support", where one could inform you why your bills are no longer being paid. Frankly this ought to be a legal requirement for all utility companies websites, because, well we are all going to die and someone will be struggling to pick up the pieces. Your "noreply" email payment demands and hidden support team numbers aren't a great deal of help in this respect.

Re: bereavement and account

ferguson — Thu, 19 Sep 2024 21:20:44 GMT

@GReaper

I am sorry to see that you had problems at a difficult time. But access to the bereavement team is clearly signposted in the help article here by using the relevant words in the search field. Had you started your own topic I am sure we could have offered more timely help.

Re: bereavement and account

GReaper — Thu, 19 Sep 2024 21:43:54 GMT

Thanks. Lets see if I do any better than these other customers:- https://www.independent.co.uk/news/uk/home-news/bt-vodafone-talktalk-bereavement-customers-b2142451.html

Re: bereavement and account

ferguson — Thu, 19 Sep 2024 22:16:25 GMT

If you are still having any issues with TalkTalk please start your own topic and the support team will be happy to help.