I would like to reiterate comments made in previous posts regarding the very poor bereavement services provided by Plusnet.
My father passed away in June. With the notable exception of Plusnet, all companies that my family contacted had dedicated support lines and trained staff who dealt sensitively and efficiently with the emotionally difficult job of settling his affairs.
This was the process with Plusnet:
1. Having phoned to give notice of my Dad’s death, we received a crassly worded email headed “Hello <Dad's name>. It informed my Dad that a question had been opened on his account. It made no reference to his death but expressed sadness that he had "decided to cancel his services".
2. Having heard nothing further, in early August we phoned Plusnet and were told that the process triggered by the initial call had been flawed since it had not been (despite what we were told at the time) linked to bereavement. We were told that my Dad's account was in credit and a refund would be posted as a cheque. We requested that a formal complaint be opened into the insensitive and inefficient way in which my Dad's case has been handled. We were assured that this would be done and in the meantime offered £25 as a “good will gesture”. This would be posted under separate cover and would not prejudice consideration of the complaint.
3. The cheque for the refund arrived addressed to the Executor as requested. A few weeks later, my Dad’s former care home forwarded a letter addressed to Dad, with a cheque for £25 with my Dad as the payee. In other words, yet another totally insensitive communication with a cheque made out to a dead person.
On September 2nd, we emailed Customer Services (copied to the Plusnet CEO) giving full details of this sorry saga. At the time of writing, we have not had so much as an acknowledgment of this, nor had any response to the complaint raised in August.
How is it that Plusnet can have such a breathtakingly poor process for dealing with the death of a customer and a truly appalling insensitivity to bereavement when communicating with relatives of the deceased?
