Daughter left furious and upset by firm’s mix-up
funds direct from Betty’s account to the Co- op. The funeral was planned for January 3 last year.
She said: “The transfer went through within two hours. But Co-op claimed they hadn’t received it.”
Then Lyndsay received a message from Co-op on December 22 saying the funeral would not go ahead.
She said: “I felt angry and let down. The message said the office in Dalry was closed for the festive season and the funeral would be rearranged when the funds were received.
“I was aghast. If I had any queries, I was to contact the Saltcoats office.”
Lyndsay told them she was taking her business elsewhere.
She said: “My new funeral director rang me to say he was going to Crosshouse Hospital to collect mum’s body. But he called later to tell me the Co- op had been there first. I was astounded.” Co- op blamed human error and she contacted their head off ice in Manchester to complain.
Lyndsay said: “They did finally refund the deposit by cheque. But they sent it in my mum’s name, which caused me yet more distress.”
She also took the matter up with the National Association of Funeral Directors. Their committee upheld the complaint
Co- op said: “Our usual process once appointed is to bring the loved one into our care and start their arrangements. An advanced payment covers third-party fees.
“Due to our mistake, this payment did not show in our system and we apologise for any confusion and difficulties. We offered to meet with Ms Pearson to see how to help her.
“But she asked another firm to take over arrangements and, until then, Betty remained in our care.”