Removing deceased name from accounts

newnhak

Hi

My friend is having problems with her phone company. She wants to change the account name from her partner (who died 3 years ago) to herself. Any ideas who to complain to as the company has now cut her off as she has refused to pay as they have been unable to change the account.

Thanks

K

hoyles10

How come she has left it 3 years to change the account?

If she has refused to pay then it's fair enough they have cut her off. But she could go to watchdog, I think it's Ofcom for some reason but I could also be wrong.

When my dad died they changed the account over no problem but we told them within a week.

newnhak

no it has taken this long to sort

hoyles10

It's been going on 3 years?? Which phone company is she with? Has she sent a copy of a death certificate to prove it once and for all, although I can't see why they are being awkward.

Has she looked at getting an account elsewhere? I would and explain the reason she is moving to see if things can get moved quickly to be reconnected.

newnhak

I dont want to go into loads of detail or give away the company name as it is not my dispute. But she has sent the death certificate 4 times and each time they have lost it. Her only option is to resend it as they wont discuss the account with her until the name is changed.

So I wondered who would be best to send a complaint to.

Littlemiss27

Ofcom does not investigate individual complaints but your provider will belong to an alternative dispute resolution scheme; either otelo http://www.otelo.org.uk/, or cisas http://www.cisas.org.uk/. Both sites have a list of members and information on how to make a complaint.

It may also be worth while to send an email to the CEO of the company concerned, explaining the problems that you have been having and what you would like the company to do to remedy them. The email addresses of CEOs can normally be found on google, just make sure the CEO you email is the current one.

Hope this helps