Hello, <span;>I am writing to please ask for advice about multiple bills and a threatening Debt Recovery letter received from O2, with regards to my mother-in-law who has been dead since June 2023.
<span;>We were all under the impression that she was on a SIM-only Pay As You Go as she was very old and did not use the phone much. That combined with the after-death stresses meant we did not think to notify O2 of her death.
<span;>In October 2023 we received a threatening letter from o2 demanding an airtime bill payment of £14.85. We also received a letter from Moorcroft Debt Recovery threatening debt collection. First we contacted Moorcroft and explained that the account holder was dead, they then closed the matter from their end and advised us to contact O2 . We contacted O2 and were met with frankly APPALLING customer service. We were put on hold constantly and passed from pillar to post. What should have been a straightforward call took hours. Eventually we got through to a bereavement team (seemingly based overseas) who said they would note that she was deceased. They didn't say anything about the bill of £14.85. So I decided to just pay it from my own account to make the letters go away. From that point onwards we all thought the matter was closed - the £14.85 had been paid and the bereavement team had apparently ended the account.
<span;>Fast forward to today, we visited the property mother-in-law lived in (empty and on the market). There was another bill from O2 , now asking for £55.97!!! And threatening to refer the matter to Moorcroft again!
<span;>Given that she has been DEAD since June 2023 there is absolutely no way she has racked up any bills - the phone has been switched off since the same time last year.
<span;>I am angry that another threatening bill has landed on our lap when the account should have been closed in October 2023. This is obviously extremely distressing for my husband , who had to sit on the phone for hours in October constantly repeating that his mother was dead, because every time they transferred us to a new person he had to explain the situation again and again.
<span;>Please does anyone have a *direct* number to a bereavement team or can anyone help me close this account with finality. We will absolutely not agree to pay an airtime bill of £55.97 when the phone has not been used and the account holder is dead.
<span;>Thank you in advance.
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