A great-grandmother from the UK was left distressed after being declared dead by a utility company, only to receive a bailiff letter demanding payment for an outstanding bill. Ginette Bye, 78, was contacted by debt collectors Phillips and Cohen Associates on behalf of Southern Water, who asked to speak to the executor of her estate.
The letter offered condolences on the 'death' of Mrs Bye, describing it as a 'very difficult period', before demanding payment of £60.87 allegedly owed on her account. Mrs Bye, who had been paying her monthly bill by direct debit, said she was deeply upset by the incident and the lack of communication from Southern Water.
Southern Water has since rectified the error and is reviewing its processes to 'understand what went wrong'. The issue reportedly stemmed from the fact that Mrs Bye's account was previously jointly registered with her late husband, Paul Bye, who passed away in August 2020. However, Mrs Bye said Southern Water had been informed of this more than five years ago.
Mrs Bye's family expressed concern about the impact on her health, with her son Mark Bye, 57, stating: 'If mum had no family around, how would she deal with it? Nearly 80 years old, she could have a heart attack from the stress.' The family also criticised the lack of an apology from Southern Water, with daughter-in-law Cherylin Bye saying: 'There was no actual apology for the upset.'
A spokesperson for Southern Water apologised for the error, stating: 'We're sorry for this error, which has caused unnecessary distress to Mrs Bye. We've been in touch to apologise and have refunded her last bill as a goodwill gesture.' The outstanding balance has been wiped, and a new account has been set up solely under Mrs Bye's name.
