Change of primary account holder following death - update needed

Question

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:

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.
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.
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.

japitts · Answer

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.

Martin_N · Answer

Hi Chrissielou,
Thank you for your post. We're very sorry for any frustration with getting this account resolved.&nbsp;
We can certainly take a look at the account and see what is going on.&nbsp;
I will private message you now.&nbsp;
^Martin

Chrissielou · Answer

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.

Chrissielou · Answer

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 · Answer

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:

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!!!

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Change of primary account holder following death - update needed

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