topic Re: Plusnet and Bereavement in Plusnet Feedback

Plusnet and Bereavement

gregormac — Tue, 20 Mar 2018 21:54:01 GMT

Well.

Despite all the previous forum comments about sympathy looks like PlusNet have once again got it spectacularly wrong.

My father passed away on Friday and as executor I called to notify PN - a 30 minute wait - use chat I thought. What a mistake.

The Agent was not sympathetic, other than passing condolences, I asked if the name on my fathers account could be change to my mothers, - Bank account would be unchanged, no- my mother would have to call or chat - sorry- she has just lost her husband of 50 years and would not be able to call or chat- what else? It could be changed to me - OK, then the ultimate insult, I was asked for my fathers password details, he has just died and you want password details!

With growing anger and frustration I ended the chat . I read posts and see this has been a long going issue in PlusNet and actually the process for notifying of a death - and cancelling the account is hidden in the depths of Plus net.

I have been notifying a number of agencies, banks, Mobile phone Companies, utilities etc,etc all have shown a level of sympathy and understanding, and those that I did contact via chat, called me immediately on phone when I advised them of my Fathers death and none - NONE - asked me to provide the password of the deceased.

Plus net you really take the Biscuit.

Re: Plusnet and Bereavement

Gandalf — Wed, 21 Mar 2018 07:48:57 GMT

Hi there.
I'm really sorry to hear this and for your loss. Please do accept my condolences.

Whilst we would need the immediate family member to be present in order to transfer ownership to them, it sounds like this could've been handled better, so I'd like to look into this, passing feedback on where appropriate.

Can you send me a PM with some account details from your late fathers account (For example, the username, address or landline phone number)? I'll be happy to review this tomorrow and contact either you or your mother if that's OK?

Thanks,
Anoush

Re: Plusnet and Bereavement

RJM — Wed, 21 Mar 2018 07:15:02 GMT

@ gregormac

My condolences to you and your Mother.

@ Gandalf

With the size of Plusnet now, I would have thought at least one specific team member could deal with bereavement matters.

Re: Plusnet and Bereavement

rongtw — Wed, 21 Mar 2018 08:19:04 GMT

About time got this sorted bad handling at a bad time

Re: Plusnet and Bereavement

Alex — Wed, 21 Mar 2018 08:37:49 GMT

@gregormac

Sorry to hear of your loss, it has happened to me so I know how it feels.

But yes there should be a group of people specifically trained to deal which such matters - as terrible as they are.

One company I rung (think it was car insurance), I said something like "I am ringing of behalf of my father, I am his son and no you can't talk to him". The person read exactly between the lines of what I was saying and went "Oh .. I'll pass you through to another team".

Re: Plusnet and Bereavement

Baldrick1 — Wed, 21 Mar 2018 10:13:50 GMT

@RJM wrote:

@ gregormac

My condolences to you and your Mother.

With the size of Plusnet now, I would have thought at least one specific team member could deal with bereavement matters.

My condolences too.
There is a team member who deals with all difficult issues, be they personal, contractual or technical. He goes by the monicker Gandalf.

@Gandalf

I have no idea what they pay you but the service and dedication you put into Plusnet deserves recognition by your employer and a big fat increase.

Re: Plusnet and Bereavement

Alex — Wed, 21 Mar 2018 11:14:47 GMT

I didn’t know that. I hope PlusNet pay and treat that member of staff well.

A difficult job which I don’t know if I could do.

Re: Plusnet and Bereavement

Baldrick1 — Wed, 21 Mar 2018 11:42:44 GMT

@Alex

You didn't know what? I was just making the point that when there is a problem, if Gandalf is about he is always willing to pick it up.

Re: Plusnet and Bereavement

Alex — Wed, 21 Mar 2018 11:57:02 GMT

That Gandalf was the person who deals with such matters?

Re: Plusnet and Bereavement

AlexD — Wed, 21 Mar 2018 13:24:53 GMT

We're really sorry for the experience that gregormac has had and it's absolutely not what we expect when we are contacted about such upsetting circumstances.

We have reached out to him and will work closely with him to resolve his query and to prevent this experience from happening again.

Regards

Alex

Re: Plusnet and Bereavement

SammyM — Wed, 21 Mar 2018 16:14:52 GMT

Thank you for your time on the phone today @gregormac, I really appreciate it. I am really sorry for your loss and that this difficult time was not made easier. I will pass on the relevant feedback and I have emailed you with what action we have taken today.

Best wishes.

Re: Plusnet and Bereavement

SebV — Thu, 19 Apr 2018 12:14:32 GMT

Hi gregormac

YES. I'm in exactly the same situation as yourself (my condolences, BTW) and I received EXACTLY the same obnoxious and distressing treatment regarding my late father's account when I contacted these people by 'phone earlier this week.
Absolutely appalling customer service.
Luckily my father paid for a funeral plan that provides free legal advice on matters such as this so I shall be taking it up with them when I meet them next week.

Re: Plusnet and Bereavement

Alex — Fri, 20 Apr 2018 05:55:23 GMT

Hi @SebV welcome to the forums.

I'm sorry to hear of your news, I know what a distressing time it is.

I don't think you need to go to the legal advice stage, just a staff member on here who will pick it up. You may have to PM them with any personal information, and now you have made a post you should be able to do so on the forum software.

Re: Plusnet and Bereavement

Gandalf — Fri, 20 Apr 2018 13:39:14 GMT

Hi there @SebV

I'm really sorry to hear about your experience during what must be a difficult time.

Please accept my condolences for your loss.

If you can send me a private message with their username, address, telephone number, or anything I could use to find their account I'll be happy to investigate and help resolve this.

Thanks,

Anoush

Re: Plusnet and Bereavement

SebV — Fri, 20 Apr 2018 13:45:08 GMT

I shall PM you with all that info ASAP. Thank you.
But again, I don't know, nor have ever known, the 'username'. And why the hell should I? What is this obsession? Why is their real name not good enough?

Re: Plusnet and Bereavement

Gandalf — Fri, 20 Apr 2018 13:46:45 GMT

No worries.

Their address and/or landline number should be enough.

P.S. I think my reply here crossed with your reply here.

Re: Plusnet and Bereavement

SebV — Fri, 20 Apr 2018 15:23:55 GMT

Gandalf
Thanks for the PM. I've sent you an email with the attachment you requested.

Re: Plusnet and Bereavement

Gandalf — Fri, 20 Apr 2018 15:28:02 GMT

Thanks for this @SebV

I'll respond shortly.

Re: Plusnet and Bereavement

jelv — Fri, 20 Apr 2018 17:20:56 GMT

@SebV wrote:

But again, I don't know, nor have ever known, the 'username'. And why the hell should I?

@It is quite possible you do know the user name but didn't realise it. Did he have a Plusnet email address? If so his user name is the first part after the @ - all Plusnet email addresses are in the format xxx@username.plus.com

Re: Plusnet and Bereavement

Anonymous — Tue, 24 Apr 2018 08:11:31 GMT

Blu-tacked to the wall in my study, I have PN contact number, my username, and password, in the eventuality my sons need this information in the future.

(The password is partially coded, with a code we all use)

And they have the passwords to other web facilities.

Plus of course, there is paperwork for most in filing cabinets.