Plusnet have really sunk to a new low this time *DELETED* *DELETED*

Post deleted by gregormac

First of all condolences for your loss.

Did they ask for a copy of the executor documentation/death certificate? If those were provided then they should deal with you but may not without that being demonstrated.

Post deleted by gregormac

It's terrible having to deal with these things after someone has died and I have had to do it too many times, but I'm not sure that "sunk to a new low" is entirely justified here as it is hard to see what they did wrong. Why should they change anything without any evidence and without any security details, such as a password? They should have let you know what details they required in the absence of a password, and hopefully they would have done had you not terminated the chat. You have my sympathy, take a deep breath and try again.

If your father was paying by DD then when you tell the bank about the death the a/c will be frozen if it was not a joint a/c. Maybe after a few days you could call Plusnet again, likely you will speak to someone different and you will be more used to the situation.

Sorry to hear about the death of your father.

However, changing the account name to �The late� isn�t quite the same as changing it to yourself. The first does not change �the ownership�. The second does.

In the case of the insurance companies, if you have already registered the death with the local registrar, especially with the one-step system I used when my wife died, they probably had immediate online access to check it was true.

Firstly I must say that I'm so sorry for your loss.

Secondly, I would not use the online chat systems for this purpose. Most companies these days employ people from home to deal with the online chat. I'm not saying that this is a bad thing, but they may not have the full training or empathy to deal with such a sensitive matter.

Thirdly, In dealing with this type of sensitive matter it would be better to write letters to all concerned to let them know the passing of your father and to say that you are executor and any dealings will be going through yourself. It's not just less stressful to do it this way, it's also better to have things in writing in case any problems arise. It's also the way a solicitor would deal with it.

Looks like he thinks this is also the least helpful forum ever as well now .

I would guess he may feel that airing the issue on a public forum is not going to help with his emotional state and has therefore withdrawn but only he knows for sure.

Very few compamies train their CS staff to handle these issues. When my father in law died we had to deal with his house a good distance away and spent a lot of time there. PN provided a short term account that I could use when dealing with his affairs.

The absolute classic was BT who kept the phone number live. When we finally closed it off they wrote a letter to him sayin "sorry you are leaving. We hope you will come back again soon" It could be a long wait!

To our surprise the most considerate staff were the DVLA when we sold his car. They could not have been more helpful.

After my wife died a while ago I learned that many people don't have the social skills to deal with the bereaved in a sympathetic way. Some are better than others but we must accept it as it is.
What we don't have to accept and indeed have a right to expect is that companies and agencies deal with us correctly and in accordance with the law. It sounds to me as if PlusNet were entirely correct in the way they dealt with the request.

I don't recall any problem cancelling my mothers BT phone line when she died. As the line was in a nursing home, it was important to do this promptly.

Firstly I am sorry to hear of your loss, and I can understand why you would want to get things sorted.

Secondly for anyone dealing with PlusNet following a death this is what they advise you to do:

We're very sorry to hear of your loss. To cancel the account you'll need to contact us either by writing to: Plusnet PLC, 2 Pinfold Street, Sheffield, South Yorkshire, S1 2GU, or by emailing [email protected]. Please attach a copy of the death certificate along with the account holder's name, phone number and address (to help us find the correct account). Also include your own contact details, in case we need to clarify anything. Alternatively, you can speak to our Customer Options Team on 0800 432 0200 or 0345 140 0200. We're available between 8am and 8pm Monday to Friday, 9am and 7pm on Saturdays, then 9am and 6pm Sunday (except bank holidays).

It would appear that as they accept an e-mail that would be the "quickest" and perhaps least upsetting way to deal with the account.

As the original post has been deleted, I am not sure what it said.

Just thought it maybe helpful to add this.

Edited by CJT (Mon 02-Apr-18 21:10:36)