Family Member Died - o2 want all the money.

Rev

I lost my at the beginning of the month. I had a contract with o2 that I paid for her and was in my name. I thought I'd have to pay the remaining months so called o2 to sort it out, they asked me to email a copy of the death certificate, which I did, got a reply back about half an hour later telling me the account was no closed and I had nothing more to pay.

I'd call back if I were you.

[Deleted User]

How do I cancel an account when the account holder is terminally ill or has passed away?

Customer Relations deal with closing accounts where a customer is terminally ill or has passed away. We can also arrange to transfer the accounts to Pay and Go or, following a successful credit check, transfer the whole account into someone else’s name.

We try to make it as easy as possible for you. If the account holder is terminally ill we require medical evidence such as a letter from the doctor. If the account holder has passed away we require a copy of the death certificate.

We are open Monday to Friday 8am–4.30pm and can be contacted by phone on 08444 630 244, by email at Bereavementteam@o2.com or by post at:

O2 Bereavement Team,
PO Box 202
Houghton Regis
LU6 9AG

stesilc

shame on them (o2)

gjchester

stesilc wrote: »

shame on them (o2)

To be fair, without a death certificate they may well refuse as it could be seen as someone trying to get out of a contract. It may be it has to come from the executor of the estate, rather than someone in the family.

It may also be it needs to get to the right department first.

grumbler

gjchester wrote: »

To be fair, without a death certificate they may well refuse as it could be seen as someone trying to get out of a contract.

Fair to whom?
To be really fair, they should have asked the certificate instead of blatantly fobbing the customer off:

Roland_Flagg wrote: »

I got this reply:
"You need to pay the term fees for remaining months of the contract"

gjchester wrote: »

It may also be it needs to get to the right department first.

To be really fair, they should have put the customer through to the right department if they had no clue what to do in this case. However, typically for frontline telephone CS, they seemed not to have a clue about anything, even the right departments.

Buzby

Heck, this level of incompetence is endemic across the board. There are banks who laugh at Powers of Attorney making the holders leap through hurdles they have no need to - so why should death make it any differed?

If you start your call expecting to be misled, you'll seldom be disappointed.

duchy

Usually it's lack of training ........We had an instance with Virgin recently and they told the widower that as he wanted to keep the services there would be a charge to change the name of either £20 or £50) . He said he'd call back later -and intended to simply keep it running under the deceased's name -not so much the money as the principle. I got him to call back and the agent was horrified and sorted it all.

thefirs

billbennett wrote: »

We are open Monday to Friday 8am–4.30pm and can be contacted by phone on 08444 630 244

This is useful information for the bereaved, but how about a non revenue-share contact number to make it even better? I imagine that the constituency of this group will include an above average proportion of non internet users.

eranou

Was the account owned by the niece or was it taken out for her by another member of the family? this is maybe why o2 are saying the contract has to be fulfilled

LisaLou1982

If the account was in her name then the contract is now void as a contract cant carry on being fulfilled when the other party is deceased.

My dad had a contract with o2 and when he died, i faxed a copy of his death certificate over to them (customer services gave me the number of the relevant department) and they closed the account with no quibble.