Needing some quick advice please!!

cymruchris

Maybe it's time to put the complaint in writing so that nobody can fluster you - outlining your partners passing and your bereavement - and how disgusted you are at the way you've been treated, when every other company you've been dealing with have been so compassionate and understanding, and that you want the account terminated due to your partners passing, and any new contract to be terminated due to the fluster, confusion and lack of empathy shown by the associates you spoke to via the telephone, and then send it by special delivery (I would do that to signify how important it is, not because of any intrinsic value).

Swoosh84

Is your name on the account?

If it were me, I would be sending off a copy of the death certificate and informing them of your partners passing. At this stage they will need to close the account regardless. £35 charge or not, this is nothing to do with you so let them charge it. It will come from the estate, is there anything left behind and who is officially administrating the estate? If its not you then be sure to note on any correspondance you send them that you are not administrating the estate. If there is nothing in the estate you can also confirm this is insolvent.

Has your partners bank account been closed? This should be one of the first things done so unsure where they are getting monthly funds from. Have you changed the DD over to your account? If so cancel this DD. After you have sent the death certificate, initiate another switch, if it does not work raise a formal complaint.

J

Jjamm

I sent them the DC on the first contact. They are now stating that because I mentioned that I wasn't planning on returning to the property for a few weeks (due to finding my partner's passing very difficult) and I wasn't considering another broadband renewal at this present time. This prompt them to close the account and to cease the line. Tbh they are just trying everything for me to pay it. 

Unfortunately I don't have any dealings with his estate (which I mentioned to them) so they advised for the person who is to pay up. As like many throughout this covid situation, my partner was made redundant early on and there is no assets in his estate. Again this was mentioned but they said that it would still need to be paid. 
All bank details are changed but I'm concerned that the bailiff will be sent to my address. Maybe I'm just over speculating coz of my mindset at the minute. 
I just want to get this over with and be able to try and move on. 

I will the advice of hand writing a complaint but feel that I shouldn't have to go to this extreme, as I've not had to deal with this from any other companies that I've dealt with. 

The cheek of it, they were happy to point out different rating statistics of my new provider on how terrible their customers service was. A joke giving the ordeal I'm having with them. 

t0rt0ise

It's normal to pay a charge for a ceased, that is a completely disconnected, line. Then you have to pay to have a new line connected. It seems that they didn't understand what you really wanted which was to keep the line and stop the service. You could try writing and explaining the confusion but I'm not sure you're going to win.

getmore4less

Pass this over to the administrator of their estate they should be dealing with it.


Who owns(owned) the house or was it rented? 


if you want service from this provider then accept what they are offering if not cancel anything you have set up and let the administrator deal with cancelling the deceased's contracts


Start a new contract with your preferred provider.