I have been forwarded a letter threatening my deceased father with debt collection and legal costs. When my dad died, I contacted BT and cancelled all of his accounts. BT admit that they can see that the account was ceased but a 'technical glitch' meant it was not closed properly. There is no account number on the letter and it does not say what the debt is for, (i.e. whether it is broadband, mobile, BT Sport etc, all of which he had with BT). I have called the number on the letter and several others, I have so far spoken to 9 different people and spent over 3 hours on the phone, been told the account is closed and then by someone else that it hasn't. I am being passed from pillar to post and nobody will help me. I am at my wits end and clearly extremely distressed. This is not what I need when I am grieving! The people now living in my father's house are hounding me as they are concerned that debt collectors are going to turn up on their doorstep! After failing to get a satisfactory response by phone, I tried to contact BT via the email address provided on the letter 'firstname.lastname@example.org' but got a message back immediately stating that, '
Delivery has failed to these recipients or groups:
The recipient's mailbox is full and can't accept messages now.
I don't know what to do next? How do I get through to someone who can confirm, in writing, that the account is closed?
I have notified the moderators of the forum about your problem. Once they have read this they may be able to help. They are very busy at present so it can take up to 48 hours for them to contact you. They will do this by posting on this thread.
EDIT: Post crossed with the above. Try that first however I will still advise the moderators.
I have phoned that number several times. They just pass me on to a customer service call centre (in India I think) who have no idea how to deal with a bereavement related account. I think the account may be a business one as the 'home' bereavement team said they have no record of the account. Appreciate you trying to help though.
Hi @steffcrossland welcome to the forum and sorry that you are receiving debt collection letters for your late Father when you are still grieving.
I've sent you a Private Message with details on how to contact the Mod team and we'll be happy to help you with this. Please include any relevant information you have as this may help us locate the account.
Do you have any reason for thinking or suspecting the account may have been a business account?
Thanks John, I have just responded to your PM. I have spoken to the bereavement team for BT's 'home' services and they have no record of my dad. I am not sure why he would have used a business account, he was 78 when he died so well past retirement! I presume it has to be business if not personal?
Hi @steffcrossland thanks for that and one of the team will be in touch with you soon to help you with this.
Thanks for everyone's assistance. I was advised to contact the Chief Executive's office elsewhere and as a result I now have a proper contact name, contact number and complaint case number. Hopefully this will be resolved soon.