Bereavement account transfer - shockingly bad experience, yet to be resolved

Hi, 

Perhaps some kind user has successfully negotiated a bereavement account transfer, and can offer some pointers.

My father took out a M125 broadband package in June 2024, at a promotional discount of £25 per month for 18 months (after which it would rise to £54, from December 2025). He unfortunately died in December. My mother applied to take over his account with the Bereavement Transfer Form, and Virgin Media immediately confirmed in a letter that this was fine. However, they quoted her new monthly cost at £54, despite the Bereavement Transfer Form being explicit that a transferred "package would remain the same along with any promotional discounts." 

She emailed the Bereavement Team, asking for confirmation that she would benefit from the same discount as my father's account, and for the same period. The Bereavement Team completely ignored that request, stating in their first reply that "the email address bereavement&criticalillness@virginmedia.co.uk is only used by those looking to notify us that the account holder is receiving 24-hour medical care or has sadly passed away. Our core role is to either disconnect or transfer the responsibility of the account under those circumstances."

Another email from my mother, again explaining her concern was actually answered by someone who appeared to understand her query. The reply asked that she contact 0345 454 1111 to have this issue resolved.

From this number, it appears impossible to navigate the options in order to speak with a human being. Calling the supposed number for the Bereavement Team on 0800 952 2302 similarly reverts back to the generic customer service functions with no opportunity to speak with anyone.

This is appallingly bad service for what should be a simple process. It's inexplicable and absolutely stunning how ineptly this has been handled. Has anyone any advice on how to proceed?

Thank you.