Hi, my Mum in law took out 2 mobiles in her name for herself and my father in law. He passed away suddenly on Thursday and we are trying to sort through accounts etc. Does anyone know whether compassion is shown in such circumstances or will she have to honour the contract even though he's no longer with us?
They should have someone trained in bereavements - I'd suggest waiting until after 9am on a weekday, ring 789 and select "I'm thinking of leaving" and ask to speak to someone in bereavements.
If they don't have someone suitably trained, it's a major lapse in responsibility. Pretty much every company that has a "call centre" based business model is expected to have this covered. After all, it happens to everyone, eventually.
I'd be very interested to hear of your experience when calling in. A close family friend went through a similar problem (her husband signed up to a deal for their child, then the husband died suddenly). Their treatment by the staff at an O2 shop was nothing short of exemplary. Unfortunately, their treatment when speaking to insurance companies, who should have known better, bordered on abuse.
"I need to change this policy into my name, my husband has died." "I'll need to speak to the policy holder, it's in his name." "You can't. He's dead." "Perhaps if I call back next week?" "Why, do you think he'll have recovered by then?"
(My friend kept her sense of humour even through those difficult times, but despite her constitution, some of those call centres managed to reduce her to tears.)