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Bereavement

I have just reported the death of my mum in law (The account Holder) and asked you to close her account,  you replied that everything would be dealt with at your end.

Then you would write to the Account Holder! that everything has been sorted.

 

Could you be anymore insensitive??

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Message 2 of 6
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Re: Bereavement

Hello Gerry-M,

 

We're terribly sorry to hear that this has happened and want to give my deepest condolences to you and your family. It is likely that our system has automatically generated the letter and appreciate that it does sound insensitive. I'll get this fed back to the Team to see what changes can be made.

 

Warm Regards,

 

Lisa

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Message 3 of 6
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Re: Bereavement

Today you’ve sent another letter referring to usage statistics!!!

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Re: Bereavement

Hi Gerry-M,

I am truly sorry about this, they are automatically generated letters, is the account still active?

Thanks,

Zoie

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Re: Bereavement

the account was closed last week I thought that maybe a line was drawn by virgin not to contact the addressee on file but the person who initiated the close down of the account 

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Re: Bereavement

I can look into this for you if you would like? Make sure nothing else is sent and the account is closed? We do have to send all letters to the account holder, I am so sorry and can understand this can be distressing.

Thanks,

Zoie

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