Forum Discussion

Chrissielou's avatar
Chrissielou
Tuning in
2 months ago

Change of primary account holder following death - update needed

Hi, my mother - who was the primary account holder- died recently and so I submitted the appropriate account transfer form to the Bereavement team - creating call ID (KMM133627682V99302L0KM) and received an email back quite quickly saying that my request had been actioned. My equipment/ services went off and back on again quickly as they said they would and I’ve had an email confirming the set up of a new direct debit using my details, however I still have some problems which are as follows:

  1. The direct debit email went to my late mother’s email address and not to mine - I wouldn’t have seen it if I hadn’t happened to check her email for something else. Please can all emails come to my ntlworld address.
  2. The email server is now not communicating with my ntlworld email address- I’m not able to send or more importantly receive emails which I really need to be able to do at this time.
  3. When I log on to My Virgin media online or in the app it still says I am a secondary account holder and so I cannot see bills, direct debit details or everything that a primary account holder should see.

Can someone please take a look at my call and let me know what is going on with the account transfer and sort out the above issues as soon and as smoothly as possible as I really do not need this confused situation at this upsetting time.  Thank you.

8 Replies

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Chrissielou,

    Thank you for your post. We're very sorry for any frustration with getting this account resolved. 

    We can certainly take a look at the account and see what is going on. 

    I will private message you now. 

    ^Martin

  • Chrissielou's avatar
    Chrissielou
    Tuning in
    21 days ago

    Well Martin_N has been trying to help me with the above for some time now and has just said well have to go through the security process again to investigate further.

    To be quite honest I really cannot be doing with going round in circles again with this - my mother is dead and I’m grieving and all I wanted was the account transferring from my mother to me. I submitted the right form to the Bereavement Team, so cannot understand why the transfer has apparently only been half done - surely it can’t be that difficult a request to carry out or to do smoothly and quickly given the fact it is the result of a death.  

    Can somebody please just sort this out for me or point me in the right direction to get it fixed with the minimum of fuss and effort on my part - wishful thinking with Virgin I know - but I’m really getting so frustrated with the whole situation and the way it is being handled. 

    • japitts's avatar
      japitts
      Very Insightful Person
      21 days ago

      I would strongly recommend you persist with any help the forum team are willing to offer, however frustrating the security process might be.

      I've also dealt with the VM bereavement process in recent months, and discovered the hard way it has as much ability to make a mess of simple things, as anything else within VM's frontline CS.

      Hence going through security with the forum team will almost certainly save you a lot of stress in the long run.

      • Chrissielou's avatar
        Chrissielou
        Tuning in
        20 days ago

        I know it probably will, it’s just a bit frustrating that I’ve already gone through the security process once and now they are asking me to do it again.

  • Chrissielou's avatar
    Chrissielou
    Tuning in
    15 days ago

    Welll I’ve been persevering with the forum team - got through security again and Martin_N did some more investigating and escalated it to the IT team.  IT team were no help - rang me 3 times all when I was working, even though I had told them this the first 2 times and they didn’t ask when would be a good time to call back, then the 3rd time they said they were closing the ticket as there had been no response from my end!  This was actually a relief in a way as when I did briefly speak to them (twice) they seemed to think it was an email issue that I needed help with and not the account transfer/ access issue that it is.

    So after the 2nd failed phone call I tried contacting VM via the online messaging service where after going through security again (albeit more quickly) I dealt with Har**bleep** who eventually seemed to understand that my issue is the following:

    1. When I log on to My Virgin media online or in the app it still says I am a secondary account holder and so I cannot see bills, direct debit details or everything that a primary account holder (which is what I am) should see.

    He said he’d raised a ticket for this and assured me that it would be sorted out and if it couldn’t be fixed remotely in 24 hrs I would get a phone call about it.  He also switched me to e-billing as somehow, without my asking for it I had been put back on paper billing. I don’t know if any of this has actually been done - have heard nothing and obviously can’t see anything on my account.

    Come on VM this is a nightmare and no way to treat people who are contacting you following a death and are grieving - I mean no one has offered me any condolences or anything. I just want this sorted out now (preferably without phone calls) and quickly - how hard can it be!!!

  • Chrissielou's avatar
    Chrissielou
    Tuning in
    11 days ago

    Well, update on the above - everything / everyone has gone quiet since I posted the above.  Then after VM successfully took my bill payment this Tuesday ( at least that works ok) I thought I’d try logging on the app and online just to see if anything had been done to my account.  
    Turns out the email address for my dead mother’s login has now suddenly been changed to my ntlworld.com email address and I can log on using this and my dead mother’s password and can then see my bills, direct debit details etc.

    This would be good were it not for the fact that when I log on it still welcomes me with my dead mother’s name ‘hello Margaret’ and only lets me access her email account online and not mine - also cannot change anything on the account without it asking me to change the email address to a third party one for security purposes, but I don’t want to do this in case I then lose what access I have.

     If I want to see my email account online I have to login to My Virgin Media with my iCloud.com address and different associated password, which then logs me in as a secondary account holder.
    So I really do not know what is going on with my account - I now appear to be both the Primary Account holder (although still with a lot of my dead mother’s details /email account etc on the account) and a Secondary Account Holder on the same account!!!!   Has anyone got any idea what is going on and how to sort it out so all my dead mother’s details etc are removed, the secondary account is also removed so that I am just the Primary Account Holder and still have my ntlworld.com email address to log in with and access online if needed.

    Please VM or anyone on this forum help me to get this sorted out quickly - getting an account correctly transferred after a death really shouldn’t be this hard - it’s no way to treat bereaved customers!!!

     

     

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      11 days ago

      Hi Chrissielou 👋.

      Thanks for reaching out to us, apologies you are appearing to have some issues that remain regarding your account. With the welcome message that appears in your late mothers name is not something we can change, that is part of the online set up when creating the account and can be changed in the Account Settings, then under Marketing and Contact Preferences. 

      For anything related to the account that cannot be done on the customers side we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • Chrissielou's avatar
    Chrissielou
    Tuning in
    11 days ago

    Thanks for replying Sabrina_B and for your advice regarding changing my late mother’s name on the account. I’ve replied to your private message.