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DLT1
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Refund of PAYG balance when user deceased

My mother had a Virgin PAYG SIM card. I understand that the PAYG service ended on 11th January 2022. My mother died at the end of last year before we had taken any action to swap to a new provider or type of contract. Is there still a process by which we can apply to obtain a refund of the balance that remained on her PAYG SIM card? 
I tried ringing customer services while the SIM card was still operative but was unable to wait long enough to get to speak to someone. I also tried the Chat but but the Triage bot questions didn’t quite fit the situation. We can keep trying to speak to someone if that’s the only option now.

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Steven_L
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Re: Refund of PAYG balance when user deceased

Hey @DLT1,

Welcome to the community and thanks for taking the time to post here.

I can surely look into this for you, I will need to send over a private message to confirm the account details and we can then get this looked into further for you.

Please look out for my message and we can get started.

Regards,

Steven_L

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