BT poor serive when reporting the death of a customer.

niamhtra66

Unofficial policy is " we can't dig them up to pay the bill" if it's paid it's paid if it not, no one will come knocking on your door, that's only if the account was closed down as bereavement though.

dfh

niamhtra66 wrote: »

Unofficial policy is " we can't dig them up to pay the bill" if it's paid it's paid if it not, no one will come knocking on your door, that's only if the account was closed down as bereavement though.

Hope you will vote for the right party in the general elections.

iscamaid

niamhtra66 wrote: »

I used to work in one of the uk call centres and i can confirm there is no actual probate office or a direct contact to report a death.
You need to just call 150 and hope for the best, the problem with out sourced call centres are, if you go of there script your stuffed, but you can't ask to speak to a uk advisor (it's non pc ! )
The best you can hope for is to get a uk advisor who understands what needs to be done and handles the call sensitively and accurately.
As the letter stated thank you for closing the account it has not been done as a bereavement it is just a stopped line, the difference being any credit you are due will either be returned in the account holders name or goes back into the bank account if it was paid by direct debit.
If you need to contact them again try calling when it's less busy, your more likely to get through to a uk centre, they open at 8 a.m and it wouldn't be unusual for me to sit for the first hour waiting for a call. a 150 advisor can deal with just about anything.
On a lighter note, the call centre in India are in the process of being closed, the bad news,,,,, there of the the Philipines !!

Thank you for this. I can confirm when I called the second time and the person did not understand what probate was or how to deal with the death of a customer I asked to be transferred to a UK call centre. The operator told me this was not possible but he could put me back in the queue and I could then have a chance of being put through to a UK centre. When I said this was not good enough he deliberately hung up on me. As you said I was not pc enough! I have probably made 30+ calls winding up the estate and of these 3 (Barclays, Barclaycard and BT) all ended up with an Indian call centre. In each case the person answering the call had never heard the word executor before, nor had any clear guidance or training on how to manage the call. This is unfair to the customer and lends itself to the customer being irate with the call operator - not good all round.

gmang

If you ever need to phone BT, phone the customer service number but don't listen to any of the recorded messages. Just press zero a whole bunch of times on your phone, about 20 or so in very quick succession. I find this always puts me through to a generic UK customer service agent.