Virgin Media - heartless policy

Grezza

This is the first time I have posted on any forum but felt I really needed to get this off my chest.

My father recently passed away which was very upsetting. I was left to deal with his affairs and duly set about informing the many different organisations and companies.

Anyone that has gone through this will testify I'm sure that there is an awful lot to sort out !

The only company I had any issues with was Virgin Media.
I had to wait an eternity to get through in the first place, I then spoke with a so called customer service rep who seemed more interested in getting me to send them back their 'box'!
I advised them that my father had sky so had no idea where such a box was.
They said they would look into it and I assumed sense would prevail.
They then sent a letter, addressed to my late father, saying how sorry they were that he had decided to leave them and was there anything they could do to persuade him to stay ! They also sent his final bill.
As soon as I picked up this up from his now empty house, I rang and paid this and asked that they no longer sent any letters addressed to my late father.
A few days later I received a further letter addressed to my late father, again pleading that he does not leave them !
Do they have any idea at all the upset these kinds of communications have ?
I am no fan of Sky but I have to say that their contact was straightforward, sympathetic and trouble free. They did not even ask for their final bill to be paid.
I have heard several times about poor service from Virgin Media but have not had any dealing with them to until now. I will certainly never deal with them again if I have any choice in the matter.

prowla

Kurtis_Blue wrote: »

Sorry for your loss, but what is the heartless policy? it seems they just sent a couple of automatically generated letters, or someone on minimum wage forgot to tick the right box on cancellation.

Its an accidental irrelevance don't let it upset you.

Apart from the bit where the OP telephoned and spoke to somebody...

[Deleted User]

prowla wrote: »

Apart from the bit where the OP telephoned and spoke to somebody...

Yes, but it's that "somebody" who allowed the standard letters to still be sent. So, as Kurtis said, it's not company policy to send letters to the dead or demand a final payment from them.

It's just an unfortunate mistake, no doubt compounded by the OP's still raw feelings of grief.

victor2

While I don't necessarily agree with the heartless policy title, I wouldn't say it's just an unfortunate mistake so much as the inevitable result of putting low paid, under trained, and inexperienced staff in their customer services.

[Deleted User]

victor2 wrote: »

the inevitable result of putting low paid, under trained, and inexperienced staff in their customer services.

Many would say that was an unfortunate mistake!

yangptangkipperbang

Moneyineptitude wrote: »

Many would say that was an unfortunate mistake!

But in this day and age no one is allowed to make a good old fashioned mistake - it is a "scam" or something far more devious to fleece the poor innocent customer. I must say though, it's the first time I've seen "heartless" used

macman

If your father had Sky and not VM, then why were you phoning them in the first place? Or have I misunderstood your post?
The VM equipment is leased, and remains the property of VM. If the contract is cancelled, they will still require the box to be returned, even if cancellation was as a result of the customer being deceased. If not, the estate will be sent an invoice for the retail value of the box.

mazza111

It is upsetting when this happens, we had the same problems with Reg Vardy's car place. No matter how many times we told them, year after year we got a reminder through for his MOT and servicing :wall:

It does look like someone hasn't ticked the right boxes to remove him from the system, hope you get it sorted soon

Grandmasu

My Mother sadly died in August and had broadband with VM. I have to say that they were very kind and helpful and in fact contacted us later to give us a refund of £21.

They also said that we may get subsequent literature as it is automatically generated and said to ignore it, apologising in advance for any delay in stopping this.

I have to say their attitude was far better than the behaviour of the Council who appeared cold and uncaring in telephone conversations and then sent out letters saying council tax benefit stopped! This letter was addressed to my Mother and she was supposed to reply to it!

Grezza

Thanks to all for the posts.

Firstly, I perhaps did not make it clear that my father retained VM for his telephone only. I can only guess that he used to have VM TV too at one stage and then dropped this.

I can accept people making mistakes but i really do not think this was a mistake. When i called to advise them, i asked that future correspondence regarding any issue with my late fathers accounts with them be addressed to myself and not sent in his name. The cust serv op said this was not possible on their system and a final bill will have to be sent in his name.
I have to make the asumption form this that VM do not have a procedure for dealing with customers who have passed away. At least not one that shows any feelings for their relatives.
I can also accept that when all said and done this is a business and they are out to make profit, hence requesting the return of equipment and payment of any outstanding bills but there are ways of doing this that do not have to upset people.
Whats so difficult about addressing future correspondence to 'the executors of .....'.
I just think VM should think about adopting a policy and procedure that shows a little compasion and good old fashioned thoughtfulness and not hide behind 'computer says no'.

sunflower_2

sorry for your loss

i think the person you spoke to wasnt adequately trained.

whilst they arranged for your late dad's account to be closed, they clearly chose the incorrect cancellation reason (as mentioned earlier).
the options will be something along the lines of:
01 - Customer found better deal elsewhere
02 - Moving Home
03 - Poor service
04 - Customer Deceased

The option chosen will trigger the necessary system-generated correspondence.

Also, there is the option to add "the executors of" and a forwarding address for correspondence.

Perhaps the advisor was new to the job, although this is no excuse