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BT - Death of account holder

Brumski

ULTIMATE Member
Unfortunately, my father passed away suddenly a few weeks ago and as the only child, I am responsible for dealing with his estate and informing different organisations that my father had accounts with. For the most part, this has been fairly straightforward thanks to dedicated bereavement teams that most organisations have put in place and specially trained staff.

Following the advice published on the BT website, I contacted their bereavement team to inform them. To their credit, they were very helpful and facilitated in moving the residential account into my mother's name. However, at this point, she informed me that she was unable to assist with my father business account and I would need to speak to BT business (who do not have a bereavement team).

I did this and soon discovered the disparity. I have full access to my father's documentation, including email account, so I was able to provide the telephone number, account number, bill amounts, usernames, company names and so on. This sufficed and four hours later they agreed to discuss the account with me.

However, I was informed that it is BT protocol to raise a complaint when a BT business account holder dies and I would have to deal with the BT Business complaints team. At no point did I then (or still now) wish to raise a complaint but I'm told that's the process. I was asked to email a copy of the death certificate to a specific address and quote the complaint number but two days later all I've received is copy/paste responses saying they need a death certificate (which I've supplied).

Unfortunately, this is making a stressful time even more stressful. Has anyone been through this process with BT business that can offer any advice?

I seem to be stuck dealing with the BT business complaints team, even though I have no complaint to make, and even though I've supplied the death certificate I'm just getting boilerplate responses saying that can't proceed without a death certificate.
 
Condolences for your loss...

While I have zero experience with BT business, this complaint thing strikes me as their workaround for missing a bereavements department, I would imagine businesses are not affected as much by the death of an owner or director unless they are very small.

Unless Mark can give someone at BT a nudge, I'd just persist in sending them the death certificate and perhaps call again to ask on the progress. It'll have to go through at some point, surely.

It is a shame indeed you have to put up with this, considering the circumstances..

My 2p.
 
As Lucian said; the best you can do send the death certificate into their administration team once that’s sorted they should be in contact with you to move forward. Bit odd they need a complaint to registered though. The death certificate should be enough along with proof of identity.
 
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My guess would be that their anti-spam filter will be catching the email attachment you sent. BT have very strict internal email filters, so sometimes even adding a link to a message is enough to get a message flagged. You could try emailing them back and asking for a post address instead. Failing that, drop me the account details in a private convo, and I'll apply a little pressure next week.
 
My guess would be that their anti-spam filter will be catching the email attachment you sent. BT have very strict internal email filters, so sometimes even adding a link to a message is enough to get a message flagged. You could try emailing them back and asking for a post address instead. Failing that, drop me the account details in a private convo, and I'll apply a little pressure next week.

Thanks Mark. I've subsequently sent it back to them three times now, in varying formats (PDF, JPG, PNG etc) just to be on the safe side.

They insisted it was emailed to a specific email address so I'd like to think they've amended their SEG policy accordingly for that mail route.

If I'm still struggling next week I'll PM you.

Thanks.
 
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