My mother passed on 16/06/2013. We immediately notified Edgars, going into the Kenilworth store to advise them and completed documents for a policy linked to her account. A death certificate was delivered to the branch 4 days later.
What followed thereafter is outlined below:-
1. Received a statement at the end of June, where contacted the accounts dept (call centre). Discovered that no record of her death was recorded OR account closed. Was told the family is responsible for the account, after informing the call centre agent to check the NCA we were told to send another copy of her death certificate - which we did.
2. Visited the Kenilworth store to follow up on claim AND details check on documents that were not processed, we were showed proof that the documents had been faxed to.
3. Every month since June, we've follwed the same process, statement received, call logged, death certificate submitted.
4. Policy linked to the account has been paid out - but account not closed.
5. Letter from the collections dept received, call logged and death certificate sent in. copy # 6
6. Today call logged to Legal Dep, transferred to 6 different ppl, again request for DC.
UNACCEPTABLE!
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