topic Re: Death of a customer in My Account/Billing

Death of a customer

captainpovey — Fri, 12 Jul 2024 16:56:54 GMT

My father died last week.

I contacted the plusnet bereavement service and they told me that I couldn't cancel the account because it was in my name and not his - they tried to get me to fork out £130 there and then to terminate the account which I obviously refused.

They opened a question for me to see if they could waive termination charge which was being handled by [CSA Removed]

This was closed today with a terse " We believe we've now fully resolved your issue. I'd like to thank you for your patience whilst we've dealt with it." and no way of replying to this statement (I have received no information as to the outcome of the issue)

I've since received a warning from Plusnet saying the direct debit has been cancelled (as I told them it would be because the bank account has been frozen)

Every other utility has been brilliant at dealing with the estate. Dealing with Plusnet has been upsetting.

I can prove he is dead and he was the only occupant of the house and the house is now (and will be for a long time) empty

Any advice would be gratefully accepted

Thanks

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

Re: Death of a customer

willcutforth — Fri, 12 Jul 2024 10:48:36 GMT

@captainpovey I am really sorry to hear this. It really is something we don't want to happen. I have popped you over a Private Message to get this sorted.

Re: Death of a customer

captainpovey — Mon, 15 Jul 2024 08:41:54 GMT

@willcutforth wrote:

After reviewing what you've said and looking at the account, I regret to have to say that I have no other option than to agree with what's already been said prior and the reason for that is because the account is yours contractually and is in your name even though you haven't been using it yourself, that means I can't close the account under the bereavement process without the fees being applied automatically.

Well, thanks for this

I set up this account (7 years ago) because he wasn't fit or able to do it himself.

He needed the phone for a line to 'Care Call' for emergency calls and internet so I could control his heating and view security cameras. I couldn't put it in his name because that he wouldn't understand what I was doing and legally I didn't have the authority to do so or have access to his bank at that time.

But this is all pointless talk

I will pay your money if £130 out of my own pocket if it's so important to your company. He's paid THOUSANDS over the last 7 years and was with your parent company BT for 30 years before that.

Nice treatment to loyal customers.

I'm a big boy now and can cope with this sort of treatment - however I pity an 80 year old that has lost their spouse or child in the same situation being treated like this. Therefore this is not the end.

I will take this to OFCOM under their 'Treating Vilnerable Customers fairly' guide.

I will make an official complaint

I will also contact WHICH legal department as I doubt you have a strong case to hold me responsible for a contract I merely administered and have never used or paid for.

WHICH magazine will also be interested.

I will also copy this conversation to as many review sites as I can

Oh ....

My daughter is now leaving Plusnet because of this and I will do all I can to make this policy known

Don't get mad ... get even