New account holder after bereavement, ebills opted/selected but received paper bill and charged...help!

[GTE16V]

My Father passed away late December 2023 and my Mother is now the VM named account holder so has a new account number, I have POA to help her. When I spoke with the bereavement team, who I'll add were very good, I was asked if I wanted ebills which I opted in and the account settings are set to ebills as you can see below. However, the Jan 2024 (included Feb charges) and now Mar 2024 bills were sent as paper bills with a £1.75 charge slapped on top. How do I get paper bills stopped with immediate affect??? Can someone please advise!

I have searched high and low and the details on how to switch to ebilling following the url on the paper bill and in the help on the VM site aren't up-to-date as the steps detailed simply don't exist when you login. Is this a ploy by VM to get more money out of vulnerable people after a bereavement, we have enough going on I'm not at all happy as you might guess grrr.

 

[Paul_DN · Accepted solution]

Hi GTE16V,

Thank you for reaching out to us in our community and welcome back, really sorry to hear about your loss, we apreciate the last thing you need is to be chasing this up, so I can have a closer look and help, I will send you an invite into a private chat, once received please click on the purole envelope to accept.

Regards

Paul.

[GTE16V]

Massive thanks go out to Paul_DN for sorting my issue, all sorted via PM 👍

[Paul_DN]

Hi GTE16V,

Thank you for joining me in a private chat and for clearing security, glad I was able to assist you with setting up your E-Billing, as advised any future bills will go to the designated Email address, if you need any further help/ support please let us know, 

Regards

Paul.