Right... im fuming, need some inside help.

Slyder · 27-01-2010, 21:24

Cut a long story short, my mum passed away just before Christmas and I have been trying to get her account closed.

My dad is still getting bills saying "Mrs" with his name next to it (which is rubbing even more salt into the wound) and when asked when the equipment (which belongs to them) is getting picked up, my dad keeps getting told "yeah ermm, anyday really when the engineer can fit you in"

It's disgusting my dad has to pay for a seconds worth of service since I made the original call.

Just wondering if anyone could offer some help / advice ?

tia
Sly

BenMcr · 27-01-2010, 21:33

What happened when you phoned them?

What should have happened is that you spoke to Customer Relations who arranged a date for the account to close if you didn't want it stopped immediately and postal returns box sent out to return the equipment

Slyder · 28-01-2010, 19:08

Cant remember the exact date, but early this month. Was told I would be billed for the service for as long as it would take them to cut it off. I argued I want it off "right now" which they translated into whenever they can be bothered.

I was told it would take time to disconnect her services so I gave them the benefit of the doubt, but now there taking the ....... well you get my point.

I'm now worried they may cut of my services as well at the same address (dont worry, I have my own account lol) It was just her STB and SACM that needs taking away and her account closed.

**Kymmy** · 28-01-2010, 19:09

First thing I would have done after his response was to ask to speak to a supervisor, especially in these circumstances

devilincarnate · 28-01-2010, 19:21

All companies should have a bereavment department as i found out 9.5 years ago when my mum passed away and i was with sky and they changed my mums account in to my name . So VM should have one as well so if you call them again they should be able to put you through to them and they will be able to get everything sorted for you .

I know it is no conselation but sorry on your loss !

BenMcr · 29-01-2010, 00:01

It's the Customer Relations/Disconnections team that deal with accounts after a death

Digital Fanatic · 29-01-2010, 03:12

Sorry to hear you are having so much trouble with this at a sad time for you and your family, Slyder.

Hope it gets sorted soon for you.

Was it customer relations you spoke to regarding the closure of the account?

Slyder · 30-01-2010, 18:29

Well originally I called at work around 10am and got through to CS. The lady seemed fine with the call but her answers were vague. I decided to give her the benefit of the doubt and she advised I would get a letter stating the date and time of the engineer visit (i know i know - such a letter probably dosnt even exist) but When I call them they just tell me her account is closed

They have pulled all the stations of the STB, even freeview channels dont work lol.

Digital Fanatic · 30-01-2010, 18:39

Quote:

Originally Posted by Slyder

Well originally I called at work around 10am and got through to CS. The lady seemed fine with the call but her answers were vague. I decided to give her the benefit of the doubt and she advised I would get a letter stating the date and time of the engineer visit (i know i know - such a letter probably dosnt even exist) but When I call them they just tell me her account is closed

They have pulled all the stations of the STB, even freeview channels dont work lol.

The account will now be in full disconnection state... I don't know about the letter? Maybe another staffer can throw some light on that one?

Welshchris · 31-01-2010, 04:16

My Friend still gets Bills on her ex boyfriends name and hes been dead 17 months and the account is now on her name.

Virgin keep saying sorry but then do it again and shes given up.

Fingy · 31-01-2010, 11:41

If the letter is regarding an engineer coming to collect the equipment you would usually find that you receive a pre paid package out, including a letter, for you to free-post the equipment back.

HTH

btw... If you want to PM one of the mods with your details I'd be happy enough to look at the account and ensure that this packaging has been arranged for you. Please don't send me your details correctly, I could be any crazed loony bin etc.

Mr Angry · 31-01-2010, 17:03

Quote:

Originally Posted by Fingy

I could be any crazed loony bin etc.

Could?

Fingy · 31-01-2010, 17:31

Shh, trying to look sane... not as easy as it seems.

**Stuart** · 31-01-2010, 17:59

Quote:

Originally Posted by Slyder

Cut a long story short, my mum passed away just before Christmas and I have been trying to get her account closed.

My dad is still getting bills saying "Mrs" with his name next to it (which is rubbing even more salt into the wound) and when asked when the equipment (which belongs to them) is getting picked up, my dad keeps getting told "yeah ermm, anyday really when the engineer can fit you in"

It's disgusting my dad has to pay for a seconds worth of service since I made the original call.

Just wondering if anyone could offer some help / advice ?

tia
Sly

Sorry to hear of your loss. Sometimes, Companies can be a little slow to update their records. My mum was still getting water bills addressed to my dad 6 years after he died. She didn't mind paying, she still lived in the same house and was obviously using water, she just didn't want unnecessary reminders of my dad having died.

If you want, you can send me the details on the account (name, address, account number) and your contact details and I can refer this to our contacts (or fingy). Not sure of VM's requirments but most of the companies I dealt with also needed to see the actual death certificate (or a copy of it).

Slyder · 08-03-2010, 21:57

Thanks for the support peeps, really do appreciate it.

The modem and stb are still next to me. If it wasnt for the fact it belongs to VM, I would of thrown the stuff away weeks ago.

Will ring them one last time this week, but i really dont hold my breath.