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mzplcg



Member Since: 26 May 2010
Location: Warwickshire. England. The Commonwealth.
Posts: 4029

United Kingdom 2014 Range Rover Vogue SE SDV8 Corris Grey
Effing N-Power

As some of you will know my dear old Mum died back in July and since then I've been sorting out the estate.

So, a week after she died I got a Grant of Probate from the court in Birmingham. Formal document, signed by the Judge, all good. Now, with this document I effectively have the power to act on behalf of the Judge in acquiring the necessary information to produce the probate accounts and then execute the will in settling the estate. This is an ancient and still very powerful document; few people realise exactly what powers it does grant.

So, every other company / person has complied with the order, sent me a final settlement figure and I've duly either paid what was owed or received what was due........except bloody N-Power. Morons is too kind a word, honestly.

So yesterday I finally had the sense of humour failure to end all others and I called them. I got the normal automaton on the other end who asked the usual questions about the account number etc, and then continued with (get this) "I need to take you through security"
ME: What? I asked. "How does that work then?"
Him: "I need to take you through security".
ME: Yeah you said that. How?"
Him: "Can you tell me how the bill was paid?"
ME: "No, how would I know that? I'm the executor of the will, not the account holder."
Him: "You need to pass security or I can't talk to you."
ME: "I have a Grant of Probate document in front of me that says you have to talk to me"
HIM: "If you don't pass security I can't talk to you."
ME: "Yeah, you said that. But I have a court order that says you must. Fancy arguing your case to the Judge?"

And so it went on with the moronic automaton repeating he wouldn't talk to me. So I hung up and called back on the complaints number. So this time I got the same thing, i.e. I have to take you through security to which I replied "Why?"

HIM: "So I can identify that you are the account holder"
ME: "I'm not the account holder, she's DEAD, I've already told you that. I'm the executor of the will acting on a Grant of Probate issued by a Judge. So go grab the copy of that document which I sent you and we'll go through security based on the information contained in that."
HIM: "We don't have a copy of that document."
Me: "Yes you do, I sent you one along with a copy of her death certificate"
HIM. "We don't have that on record so we can't have received it."
ME: "Yes you have received it, I positively know this because your company returned it to me in the post"
SILENCE. PAUSE.
HIM: "Erm, well I can't see it on record anywhere."
ME: "I don't bloody care, you've had it and that's good enough. The act of me sending it and your company returning it means it has been properly served upon you"
HIM: "Well can I take you through the account security instead?
ME: "How? I'm not the account holder so I shouldn't be able to pass it. If I did that would make a mockery of your procedures wouldn't it? And I would also be committing fraud. So no, we'll do the Grant of Probate security please"
HIM: "Well I don't have that in front of me so that's not possible. But anyway, what are you wanting to do then?" (Finally a sensible question)
ME: "Settle my late Mother's account, or rather get back the £341.20 you owe her estate."
HIM: "I can see that the account is £341.20 in credit."
ME: "Yes, I just told you that. When are you going to refund it?"
HIM: "I can arrange a refund back into the account it came from right now."
ME: "That account is closed. She's dead remember so her bank accounts were frozen at the time of death and subsequently closed. I need either a cheque or a transfer to the probate account please."
HIM: A cheque will be easier. We can only refund to the account it came from. That'll take between 10 to 14 working days to be issued."

Absolute F*&^ing pr1cks. So N-Power think they're above the law, couldn't give a Censored about customers and their processes are fatally flawed. 2 hours of my life, and nearly 4 months since she died to wrap up an account. I should add that I've called on numerous occasions before and sent 4 letters besides the official documents I sent them. More painful than amputating my own fingers with a blunt instrument. Banging Head

And breathe.............

I suppose I did get one positive thing from it though. Of the 2 million unemployed there is a percentage who are un-employable though having no skills, ability, common sense or any communication skills. Well, clearly there's a place that even they can get a job. N-Power.

Post #290845 5th Nov 2014 9:04am
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Contraband



Member Since: 08 Nov 2010
Location: FIFE
Posts: 3697

Scotland 

Been there... It's so frustrating.
I was amazed at the companies that lost documentation that I sent recorded delivery.
We got the big things sorted quite easily but it was the small amounts that were nothing but trouble.
One small account had around £140 in it. They wanted my original birth certificate, my brothers and 2 sisters and also my 2 sisters original wedding certificates !! If even 1 item had been lost, well, it wasn't worth it.... I told them to give the money to charity.. That dumbfounded the chap on the phone, which I rather enjoyed..
The best one was a company I wrote to and explained that my father had passed and could I please have a final account. They sent me a letter acknowledging my request but with no settlement figure. I phoned them and asked what was happening to be told he was actually due them money. No problem says I, tell me how much and I'll pay it by card now.. Oh sorry says the knob on the phone, I can't tell you that..... Why not says me.... Data protection says he... Eh? You know he's dead and I am the executor of the will, just tell me.... He would not budge from his data protection stance so I told him if he wants the bill paid he could either use a clairvoyant to ask my father for payment or let me pay it... He stil would not tell me so I hung up..... About one month later a bill was sent for £11 !!!!!!
Anyway, all done.
Good luck with your task, it is satisfying when it's finally over and you know you have completely settled their affairs correctly. Thumbs Up Previously..
Vogue SE TD6
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Post #290906 5th Nov 2014 11:27am
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allycraven



Member Since: 28 Mar 2011
Location: North Craigo, Angus
Posts: 440

Scotland 

Been through it with both in-laws and my mum in the last 18 months. Only advice I can give is find a good solicitor and get them to deal with it all...it may cost a bit more, but well worth it in my opinion.

We first tried to do it ourselves and that is still ongoing, second time we did it with minimal legal support and that is still ongoing. My mums, which wad the last and by far most complicated, convoluted, and difficult, was done and all stitched up in about 6 months because she had a good solicitor she'd used for years and we asked him to deal with it all on our behalf because we'd had exactly the same issues as you and couldn't be arsed doing it again.

No fuss, minimal hassle, and definitely no need to talk to Censored Jobsworth idiots who cant do anything without a computer to tell them what to do.. '08 Audi S6 Avant 5.2 V10 with Milltek non-resonated. Vrrrrrrmmmmmph
'59 Ford Kuga Diesel (boring but AWD and 40mpg...)
2007 (07) Subaru Forester XTen 2.5 Turbo. (Roundabouts are fun again!)
2007 (07) 4.4 V8 Vogue (gone)

Post #291089 5th Nov 2014 10:51pm
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RR2008HSE



Member Since: 06 Jan 2013
Location: British Columbia
Posts: 2932

Canada 2008 Range Rover HSE 4.4 V8 Java Black

Shockingly bad! Shocked

BTW, condolences.

Post #291116 6th Nov 2014 1:56am
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whippetman



Member Since: 14 Sep 2011
Location: Somerset
Posts: 60

My condolences..
Having spent a few hours on the phone to Npower to sort out a £11 bill I informed them that I also was recording the call for
My benefit the employee said if that was the case he didn't have to talk to me and he then put me through to someone with a little more of a brain..!
Got there in the end but never want to go there again.

Post #291123 6th Nov 2014 4:52am
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