BT Communications being sent to wrong email address

[Nalasmum]

My Mum passed away and I arranged a Bereavement Transfer of the contract to my sister who is learning disabled. I am the the account manager and the recovery contact. At the time she wasn’t living in the house, but has recently moved in, so last week I changed the BT ID for the old contract to my sister's ID, instead of my Mum's. My sister then wanted to add an TV package, and after speaking to BT I was advised she’d need to take out a new contract, which wasn’t a problem. However, all the communications regarding the new contract and the associated new TV box have been coming to my Mum's email address. It happened even today. Nothing has gone to my sister's email address, when it should have. I’ve checked her ID and it appears correctly online. I can’t see anywhere that still links the account to my Mum's email address. Can one of the Moderators please get in touch with me so that I can get this fixed. Thank you.

[Christopher_G]

Hi @Nalasmum 

I'm sorry for your loss, and that the communications are still coming through in your Mum's name.

I recommend giving our bereavement team a call so that they can check everything from our side to make sure everything is linked correctly to the new account.

Chris

[Nalasmum]

@Christopher_G thanks, this has only been happening since I changed to a brand new contract in my sister's name. My Mum's BT ID is no longer attached to the account number.

[Christopher_G · Accepted solution]

Ah, I see, @Nalasmum 

I'd definitely recommend having a chat with our Customer Care team so that they can check the account and find out why this is happening.

Please come back and let us know what happens.

Chris

[Nalasmum]

@Christopher_G All sorted now thanks. CS said it was still my Mum's email that was listed as the primary one on the account. Now changed to mine (and tested) so will all come to me now 👍�

[Christopher_G]

Ah that's great, @Nalasmum 

Thanks for coming back to let me know 🙂

Chris