56-year-old Maria Raybould lost her husband, David, on August 29, after a long battle with cancer. David had a contract with T-Mobile, and payed £26 a month for his phone bill. However, after he passed away, the company continued to charge money to David’s account.
Maria tried to call T-Mobile, telling them that her husband was dead and that she wanted to cancel the contract, but the company said they needed to see the death certificate before they could cancel the contract.
“I’ve been up to the shop with the death certificate, with a letter from the crematorium, the funeral bills – even his ashes”, she said. “I took in everything I could.”
Despite showing up with a death certificate, funeral bills, and his ashes, the company still refuse to cancel her dead husband’s phone plan.
After talking with employees for 20 minutes, Maria had to leave the store after having a panic attack. When she entered the store again, the employee she was talking to said that that her manager said that they could stop the contract.
However, even though the contract had been stopped, according to Maria, the company continued to bombard her with messages.
When asked what the notices said, Maria stated: “It’s gone downhill since then. I’ve had texts since then asking if David wanted to pay an extra £2.50 for broadband and letters saying the bailiffs would be coming.”
Maria says that it was easier to bury her husband, than it was to try and cancel his phone contract.
A T-Mobile spokesman apologized for the mix-up after the story went viral, saying there was a delay in the automation process that cancels the balance, which is why the letters were being issued.
“We apologise to Mrs Raybould for any distress caused at this difficult time. We can confirm that the account has been closed and the balance cleared.”