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Being charged for someone who passed away

Just joined

About a month ago my grandmother passed away. Due to this we rang multiple times to try and close the account with everyone asking for information that we didn’t have to hand. After so long we managed to cancel the account and set up a new account in my grandfathers name and set up a direct debit for payment. We have been shut down yet again and have been told we owe £127.77 for the account that was opened before for the services provided. Going through my knowledge of law, that payment should not be coming to us as the previous service (regardless wether it’s the same services and household) was in my grandmothers name not my grandfathers. I have tried to speak to someone regarding this but unfortunately English doesn’t seem to be the first language as the person I spoke to didn’t seem to understand what I was telling them hence why I’m trying to communicate through this. If someone could please get in touch to advise what process I should go through to get the overdue costs for the account which was in my grandmothers name and continue with providing the services we paid for last month and the payment that’s due on the 28th of this month.



Forum Team
Forum Team

Hi @Allen3

Thank you for your post and welcome to our community forums. We're here to help.

My deepest condolences for your loss, and apologies for your recent experience with us. I can appreciate this is a difficult time and I assure you want to do everything that we can to help make things easier.

If you haven't done so already, I would advise reaching out to our specialist team on 0800 952 2302. Please let us know how that call goes either way and we'll be happy to assist further if needed.


Zach - Forum Team
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