British Gas writes to the deceased person's family, requesting a small payment of just a penny.
===============================================================================
In an unexpected turn of events, Margaret Storer, a resident of Hinckley, Leics, has expressed her anger and frustration after receiving a demand letter from British Gas addressed to her late brother, Christopher Storer. The letter, which requested a payment of just a penny, left Margaret "bloody angry and upset," and she questioned the profit-making capabilities of the energy giant.
The 63-year-old had set up a "redirect" on her brother's account following his death in March, at the age of 65, in his one-bed flat. However, the letter from British Gas, which did not provide any explanation for the penny charge, has left her feeling that the situation is a "sick joke" at her brother's expense.
Upon receiving the letter, Margaret was "absolutely furious." She described the incident as a "disgusting" act and expressed her disbelief at British Gas chasing a dead man's family for a penny. The family was assured by the firm that Christopher Storer's account had been closed, but the demand letter raised concerns about the company's handling of deceased customers' accounts.
British Gas, owned by Centrica, has faced similar criticism in the past for continuing to send bills after a customer's death. The company's standard procedure for deceased customers involves requiring a formal notification of death and typically requesting proof such as a death certificate. Once notified, British Gas can close or transfer the account to prevent further billing.
To avoid unwanted bills, the executor or family member should promptly contact British Gas with the required documents, provide meter readings if requested, and formally close or settle the account. This helps ensure no ongoing charges accumulate after the customer's death.
Margaret Storer was offered £20 compensation as a result of her complaint. However, the incident has raised questions about the company's sensitivity and promptness in dealing with such matters. British Gas was asked for comment regarding the situation but did not respond at the time of publishing.
To prevent such incidents, it is crucial for relatives to notify British Gas promptly of a customer's death. Retaining records of all communications is also important to resolve any future disputes. Contacting British Gas's customer service and referencing the death notification service helpline can assist with managing accounts after death and prevent undue debt.
In summary, the main steps to prevent unwanted bills for a deceased British Gas customer are:
- Notify British Gas promptly of the customer's death, providing a death certificate or official proof.
- Submit final meter readings if requested.
- Close or transfer the account formally to stop billing.
- Retain records of all communications.
- Use official helplines (such as the Death Notification Service) if assistance is needed.
This approach aligns with typical utility management of accounts following a customer's death and is recommended to minimize any financial liability or disputed charges.
- In light of Margaret Storer's experience, it is essential for businesses in the general-news sector, like British Gas, to demonstrate sensitivity and promptness when handling deceased customers' accounts to prevent financial distress for the family and maintain a positive brand image in finance and business.
- As seen in the case of Margaret Storer, effective communication and adherence to standard procedures in the finance sector, such as requesting a formal notification of death and providing death certificates, are crucial to avoid unnecessary bills and disputes, with implications for both the business and the deceased customer's family.
