Extended Warranty company causing stress surround death of account holder

[lozza]

Homeshield dircet are being obstructive about a refund of a policy paid by my dad who has recently passed away.
First they refused to cancel or give any information without a death cert
This was sent
Now they refuse to refund until they see the will stating it is a legal requirement.
not even the banks have been this obnoxious. its probably a small amount but they refuse to even tell us that.
I am pretty sure they do not need to see the will. The other extended warranty companies have just sorted it but not these muppets.
Causing real stress.
any ideas?

thanks

[atticus]

My guess is that they want to know they are refunding money to the person entitled to receive it.

If probate has been obtained, send a copy of the Grant. If not, I expect they want to see who is named as executor.

[DE DOGS]

At a time of all the stress with a family member passing, I can understand a company being cautious but surely compassion should be taken into account. After all, the amount in question is not as large as it must show on the record as held by the company.

[echat11]

Hi Lozza

Follow their complaints procedure (make a written complaint) they have 8 weeks to respond, if you aren't happy with their response, you can lodge a complaint with the FOS providing they provide you with a deadlock / final response letter. They will then have to pay the FOS to look into your complaint.

It costs them quite a bit of money.

[lozza]

update. they will refund with a £45 admin fee... ? and been awkard about where they will pay it to even though we have an actual executor account. other places have just sent a cheque without all this hassle including the banks.

[lozza]

i am going to do a formal complaint with legal advise
thanks for your help people