Berevment

[Youngwidow]

I am writing to express my profound disappointment and anger following my call to your team yesterday regarding the closure of my late husband's mobile account (***** ******). During the call, I correctly answered five key security questions—including the account number, phone number, company name, outstanding balance, and phone model. Despite this, I was informed I had failed security and was denied any help.

I explained repeatedly that I did not set up the account—my husband did—and as a newly bereaved widow left to care for two children, I simply do not have every detail you requested. I am the executor of the will and have submitted all relevant documentation. Yet instead of compassion or basic support, I was made to repeat that my husband had passed away multiple times, and when I asked to speak to a manager or someone with more authority, my request was refused.

This is utterly unacceptable. I have spent the last two months navigating countless bereavement procedures with banks, pension providers, mobile networks—including O2 for my children—and every single organization has shown empathy, understanding, and professionalism. Your process, if one exists at all, is shameful. Your lack of care has added to my emotional burden and made this already heartbreaking time even more distressing.

I will not be paying for any services beyond 2 May 2025, the date of my husband’s passing. I have made every reasonable effort to resolve and close this account, and your refusal to assist has left me feeling ignored, mistreated, and exhausted.

I demand that the account be closed immediately, that all charges beyond 2 May be removed, and that written confirmation of this action be provided without further delay. If I do not receive a resolution, I will escalate this matter formally.

Sincerely,
******** ********
Executor of the Estate of *** ********

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

[MI5]

@Youngwidow 

Sorry for you loss.

Details of dedicated team here https://www.o2.co.uk/help/account/manage-your-account/bereavement

[jonsie]

I think this needs to be brought to the notice of all relevant people and departments at O2

The inflexibility of the adviser in this case Is disgraceful @Dave-O2 

[Cleoriff]

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@jonsie wrote:

I think this needs to be brought to the notice of all relevant people and departments at O2

The inflexibility of the adviser in this case Is disgraceful @Dave-O2 

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Totally agree @jonsie 

No-one should be treated like this when they are dealing with the shock and sadness of bereavement. 

Absolutely disgusting and disgraceful. 

@Youngwidow so sorry for your loss and really hope our manager @Dave-O2 can help you with the closure of your late husbands account as soon as possible. ❤️

[TallTrees]

Well said @Cleoriff 

Absolutely right @jonsie 

Hope you can get help and proper consideration @Youngwidow from our Community manager

@Dave-O2 

[Dave-O2]

Thanks for the tags @TallTrees, @Cleoriff, @jonsie 

@Youngwidow Sorry to hear about your loss & your recent experience when contacting customer service.

I've dropped you a PM, so we can look at getting this sorted.

Thanks.

[Cleoriff]

Thanks @Dave-O2 xx

[TallTrees]

Thank you @Dave-O2 

[Youngwidow]

Hi Dave,

Thank you for your message, unfortunately nothing has been resolved yet. So sad and tiering!