[Jason Symons]

Good morning,

A recent Centrelink/DVA Verification resulted in a number of records being returned with Customer Details showing Deceased. This was confirmed by a follow-up single online verification, with a few cardholder’s showing deceased with a Confirmation Date of 1 July 2024.

I had a call today from the daughter of one of the affected cardholders who advised her mother only passed away 6 weeks ago.

While speaking to her I did another online verification, which returned the result of Deceased for the cardholder as at 1 July 2024.

I was wondering if anyone else had experienced the same issue, and if so, how did you handle it?

Thanks

Jason

[Matthew Saunders]

Hi Jason,

We don’t appear to be having this problem. I did some bulk checks last week so I ran a check on some that came back as deceased to see if the same thing happens for us. I did a check back to 1 July 2024 and 1 July 2025 and none of them are showing as deceased as at 1 July 2024 or as at 1 July 2025 like what is happening to you. I guess this may be a question for Centrelink.

Kind regards,

Matthew.

[Jason Symons]

Thanks Matthew, I appreciate you getting back to me.

I’ve drafted a letter to Centrelink, but also the daughter is more than happy to contact them as well. She is wanting an explanation as to why they are responding to a verification with information that is clearly wrong.

Kind regards

Jason

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