T-mobile What to Do When Account Holder Dies
I called T-Mobile to notify it the twenty-four hour period subsequently his death. I was told that since he had no contract and was paying monthly that his business relationship would only cancel out for non-payment.
They would not accept my information about his death because I was not on his business relationship. The next calendar month some other bill arrived, and it was larger. I called once again. This happened for 3 months.
Finally, a customer service representative told me that I had to write a letter to their customer relations section and explicate the state of affairs. I did, and I sent a copy of his obituary with the alphabetic character.
I was sent a letter from them that said I had been added to his account without my request or permission, and that they would be sending a final pecker for his manor to settle. I had explained in the letter that he was disabled and had left no estate.
After another month of billing, the invoice was up to $98 for a service that cost him less than $20 a month. I repeatedly chosen client service, tried calling the customer relations section and was told very firmly that they never took phone calls and I could send a alphabetic character if I needed to contact them.
They sent me back to customer service, and I was told that simply a certified death certificate was acceptable to evidence death, and that if I wanted to do that I would have to contact the state, pay a $xv fee plus postage, wait several weeks, and send it to them.
I am not, nor have I ever been, responsible for this pecker. The customer service person did not deny it when I asked if they just keep running up these bills and then take a large deduction for taxes from writing them off. This is, in my opinion consumer fraud.
I worry almost the other people that are beingness forced to pay bills for services that were never rendered – in his case the service was totally suspended after the first non-payment.
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This is wrong, and I need your aid to resolve information technology and remove that bill. No one is going to pay information technology and there is no one responsible for it. Thank you for whatever you lot tin can exercise to help. I really appreciate it. — Merry Bauman, Peck, Kan.
Answer: My condolences on your loss. T-Mobile should have canceled Adam's phone service equally soon every bit you sent it bear witness of his death. It should have made the process as easy as possible — not a frustrating series of emails and phone calls that ended with his bill growing more than than fivefold.
As far as I tin can tell, T-Mobile doesn't directly address the issue of a customer's death direct on its website. But information technology offers a few clues. In a department that deals with early termination fees — those are the annoying surcharges imposed when you get out your contract before its term is finished — information technology describes the proof T-Mobile requires to ostend a customer's expiry. The evidence includes a mobile number, account number, proper noun of the responsible billing party and a death certificate or a legal document confirming the client's decease.
The trouble isn't just how these documents are provided to T-Mobile, but how presently. Requiring that you lot ship them through the mail afterward a lengthy process can accept weeks, even months. In a conversation with a T-Mobile representative, you were told that this was the company'southward policy, and that T-Mobile wanted to build upwardly charges and and then write them off on their taxes, a practise that would make perfect sense from the perspective of a concern.
I'chiliad not certain T-Mobile is trying to profit from its customers' demise. That would seem common cold-hearted, and besides, the section dealing with expiry promises a answer to the request within a calendar week.
Only I practice believe the system it uses to verify someone's passing is needlessly complex. At the very least, every phone call center employee should exist briefed on how to handle a call from someone's next of kin (if not, then at to the lowest degree give them a darned script to read). Make it as easy equally possible to settle a person'south affairs.
Perhaps the company says it best on its site: "The death of a loved one is hard enough. T-Mobile doesn't want to make it any more difficult."
I contacted T-Mobile on your behalf. A representative sent me a prepared statement promising "T-Mobile is committed to delivering the best experience in wireless to our customers and takes great pride in delivering excellent customer service." The company declined to comment on your case, citing privacy considerations.
Simply a representative called you and in a tone of voice y'all say was "very patronizing" told you the visitor's policy was for the protection of its ain customers. T-Mobile issued a credit to cover the amount showed as owing on the account and airtight it.
Source: https://www.elliott.org/blog/how-do-i-get-t-mobile-to-stop-sending-my-dead-friend-bills/
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