Posted 27 April 2013 - 10:11
One of the advantages of the Internet is that it provides a level playing field for everyone to state their opinions. I was pointed here by a friend, so please allow me to answer some of the issues that have been raised. I hope it helps.
[quote name='nik louch'] OK, as bad as it seems, I can see 100% how this happens. Has whoever is executing this deceased persons estate contacted the service providers? I would guess not. This is THEIR failing, not Virgin's. [/quote]
Thank you for your comment 'nik louch'. Your 'guess' is incorrect. We had completed our legal obligations (indeed more than our legal obligations) and informed Virgin Media of my father in laws passing. Several times. Therefore, I do not understand what failing you are referring to?
[quote name='Nashy'] Just because your loved one dies, doesn't mean their bills will automatically stop coming. And in some cases, you are still required to pay for the services out of their estate. [/quote]
Thank you for your comment 'Nashy'. We are fully aware of this and have no issue with paying for services used up until the date of his passing, our objection is to being fined extra money and receiving yet another months bills because of the companies inability to administer his account correctly, after we had spoken to them several times beforehand.
[quote name='Tumbleweed_Biff'] Amen! There is nothing for Virgin to apologize for. Just because the person died, does not mean that their bill goes away, any more than their electric bill, gas, rent, etc. It is the responsibility of the executor of the estate to norify any/all service providers and to PAY from the estate and payments due up to the time the executor notified the provider to halt service. [/quote]
Thank you for your comments 'Tumbleweed_Biff'. If you would like to read the publicly available information on this matter, you will see we have no objection to paying what is legitimately owed, and I refer you to my comments above.
[quote name='Rappy'] Yeah when my Dad died last year his widow had to clear his Talk Talk contract unless she proved he was dead which she did [/quote]
Which, out of interest, we also did.
[quote name='Growled'] I agree. It is the heir's responsibility to take care of the bills and to cut of any services no longer needed. It was rather childish for them to post it on Facebook. [/quote]
Hello 'Growled'. Thank you for your comment. We did exactly this, but when we were ignored (actually ignored, passed around various departments etc) we used a legitimate avenue of communication.
Do you not believe the internet is a valid channel of communication (bearing in mind you appear to be using this forum quite happily)?
[quote name='Neobond'] So it's a company's fault that they sent a bill to a man who owed for services and didn't tell them he died?
Thank you for your comment 'Neobond'. You appear to be missing the key fact - we DID repeatedly tell them, and prove to them, he had passed on. We even mention it in the letter.
[quote name='Hum'] Yeah, maybe Virgin could excuse the late charges, but the family should still pay off his bill. [/quote]
Which we have done.
[quote name='techbeck'] Sounds like they just wanted attention. Most companies would excuse charges like this...all they had to do was call. No need to make it public. Besides, their own fault [/quote]
Again, I refer you to my comments above...
The fact that 97,000 people shared it, is entirely down to those that shared. We merely wished to highlight the problem via legitimate channels.
[quote name='nik louch'] Yes, ok, it says Deceased. It would be nice to think they could raise a flag an pick up on this to stop such issues surely?[/quote]
This is precisely what Virgin Media are implementing now, and should have implemented to begin with.
[quote name='nik louch']However, Virgin do not (and should not) action anything on an account without the account holder's authority. In this case, the authority falls to whoever is executing the estate. They chose to contact the bank (possibly: close the account, transferal of funds after executing the will). They overlooked contacting service providers. This is their responsibility. [/quote]
Again, assuming any facts much (see above)?
[quote name='nik louch']Let's assume that this dead man had a wife. She is mourning the loss of her husband. Her TV, phone and internet stop working. She receives a bill - ah OK this explains it all. She can reinstate the service under a new payment profile.[/quote]
In this case, your assumption is again incorrect. My father in law lived alone.
[quote name='vcfan'] oh look,its the typical facebook warriors. companies would rather just apologize,even if they aren't at fault and move on. this internet mob mentality is ridiculous. [/quote]
I quite agree 'vcfan'! Look at how the mob mentality appears on this forum when people do not know the facts, or worse, assume facts.
It all get rather ridiculous rather quickly, as you can see.
To those of you who have been rational and logical about this situation, my thanks.
To everyone else, I hope these facts have assisted in your understanding of the situation, but please do let me know if you need any more.
With kindest regards,