My elderly father passed away on 14th August, I notified BT of this via the online form on 18th August, and received an email response confirming his account had been closed and a final bill would be processed etc, followed by a letter also confirming this.
He only had a basic Home Phone Standard service and as he had been in hospital and then a care home for 5 months prior to his passing the only cost on his account was line rental. There should have been a small refund due but my estimate of the amount it's so small I really don't care about that.
Two or three weeks went by with no sign of a final bill, which I didn't really give a thought about. Then my father received a letter stating that his order to cancel his home phone service had been cancelled (no reason given) and that his service and contract would be put back in place.
I phoned and spoke to the bereavement team, who initiated another account stop, only again for two or three weeks later another letter to my father saying the account stop had been cancelled. Again I call the bereavement team who initiate a stop and I believe now a support log has been left open, as the last few weeks there have been a number of letters to my father cancelling then re-instating the account stop.
This morning there has now been a letter addressed to my father stating that the direct debit for his quarterly line rental has failed because his bank have cancelled it and that he should contact billing to pay the outstanding balance and set up a new direct debit.
I'm getting a bit fed up with this now, obviously as he's deceased he won't be paying anything and if that leads to his account being closed / line being cut off...... then that's what I've been trying to get done for the last two & half months!!
