Forum Discussion

malarkey's avatar
malarkey
Tuning in
6 months ago

Bereavement team - billing

Hmm, not so sure on that. I got the same 'we waive final bill' assurance from bereavement team, back in May, and yesterday yet another final bill reminder was sent to my dead father. The previous 2 bills I returned to sender with notes attached 'this man is dead, please liaise with your bereavement team', to no avail. 

This was after the account was closed, not transferred, and a nightmare experience of setting up a NEW account for my widowed mum (I'd read the horror stories on here about transferring, so went the new account route). 

Maybe the final bills will stop one day, but it definitely isn't after 3 months. 

 

 

[MOD EDIT: Post split to create own thread]

  • Hey malarkey, thank you for reaching out and I am so sorry to hear about this.

    Just before we take to this a private message, just to confirm you are getting a bill 3 months on for the account who has sadly passed?

     

      • Akua_A's avatar
        Akua_A
        Forum Team

        This is certainly not the level of service we look to provide. We have sent you a private message to best look into this. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this

  • Twice now Akua has come to the rescue and solved an insanely irritating issue. What a credit to the otherwise frustrating as hell company (though I must note the bereavement team were also great on the phone). 

    Thanks Akua, so very much appreciated 🙂 

    • Akua_A's avatar
      Akua_A
      Forum Team

      Glad to have been able to help malarkey We apologise again for the poor journey had so far. Please do not hesitate to contact us if you need any further help. We will always do our best to help from here 🙂 Have a good rest of the week!

  • I'm in the same situation too! I'm now getting bills addressed to my dead father at my home address!  My dad never lived there while he was alive! I spoke to someone in the Bereavement Team yesterday evening, as previously they had beet better to deal with than the general enquiry people, but the guy firstly wouldn't accept that the bill had come from Virgin Media at all, even though I was holding it in my hand! He insisted the post office had forwarded it on! He had not one care for the fact that I've lost a loved one and am now having to unravel the mess they have created!
    When I eventually convinced him it had come from Virgin Media, he looked through the file, and it appears that my address has been put on the file for forwarding bills to. I've never agreed to this, and was actually told, like others, that the final bill would be waived and there was no need to pay it.  Now I'm concerned that my address will be linked to an unpaid bill and my credit rating affected, even though it's not my bill!

    This is all on top of the nightmare experience of getting a new account set up in my mother's name. This is still ongoing, since last November! She is now eventually set up with her own account, BUT we're still waiting for the phone number to be changed back to the one that her and my dad have had for the last 25 years! I was originally told it would take between 48 -72 hours. That was a week ago and it's still not gone over. I contacted Virgin Media via the chat yesterday and they told me that the number has now been allocated to my mum, but it can take 2 weeks to activate!

    Honestly, I have never dealt with such a terrible company!