Virgin Media £10 late payment charge for my deceased father!

diveboy

My father sadly passed away at the start of January and he had a Virgin Media package for his home phone, broadband and TV. Having dealt with a number of banks and utilities during this period, I have to say that I am appalled by the way that Virgin Media have handled this matter. I'd welcome suggestions as to the most effective method to resolve this.

- After closing the accounts, the DD failed and Virgin cut the service almost immediately
- I phoned them - they could not give me a direct line to the bereavement service
- I need the phone line maintained for the alarm system (and therefore the contents insurance) - but I don't need the broadband or TV
- Virgin insisted that I pay the outstanding balance, including a month in advance (at the full rate)
- After some discussion with the bereavement service (they phoned back after two days), they agreed to reinstate the phone line, and sent me a bill on 30 days payment terms
- When I received the bill, they have charged for an additional month after my father's death
- There is a £10 late payment fee that was not referred to on the phone
- I have tried to contact them again via their bereavement line (voice mail only) and their main switchboard (cannot help) but to no avail

Is it reasonable that they charge for the full service following my father's death? I think the £10 charge is also unreasonable given the circumstances. They are also asking for £5 for a debit card payment as I'm not prepared to go on a DD. BTW all the other utilities have been fine - just sent a final bill and are awaiting probate.

Any advice would be appreciated.

thanks

chanz4

If your asking for credit, they can ask for in advance

custardy

£5 non DD fee is the same as anyone else pays.
you have a fairly uncommon set up I think.
most people dealing with bereavement would be closing the account

diveboy

custardy wrote: »

most people dealing with bereavement would be closing the account

Thanks. I will be closing the account ASAP, but I need the phone line for the alarm/insurance. It's frustrating as other utilities, from energy to the council are happy to wait a few weeks whilst the estate is sorted. Virgin, on the other hand, want to penalise us.

poppasmurf_bewdley

Firstly, I'm sorry for your loss. I had to do exactly the same as you are now doing about three years back.

It's not Virgin's fault that the DD failed. Their fee for payment by debit card is standard practice throughout commerce.

And you want to continue with the phone service to suit your circumstances.

All in all, I can't see you have anything to complain about.

Nada666

diveboy wrote: »

Virgin, on the other hand, want to penalise us.

They are not penalising you (or your father).

If you are not emotionally able to handle handling your father's estate then pay a lawyer to do this. This will cost a lot more than a direct debit charge or an occasional late payment fee.

You should be channeling your emotions with your family and friends and handling the estate dispassionately - not the other way around.

Taadaa

There is only one way to deal with this.

Get on Twitter and tweet Richard Branson. Twitter shame. Seriously, it works (usually). He will have someone looking into it for you in no time.

[Deleted User]

Taadaa wrote: »

Get on Twitter and tweet Richard Branson.

Richard Branson does not run or own Virgin Media!

custardy

Taadaa wrote: »

There is only one way to deal with this.

Get on Twitter and tweet Richard Branson. Twitter shame. Seriously, it works (usually). He will have someone looking into it for you in no time.

:rotfl:

May as well tweet Usain Bolt