I contacted the Post Office to inform it of the death of my aunt, who had for many years used it for her home phone, with payments by direct debit coming from her bank account. I had expected to transfer the account into my name (as executor) and to change the direct debit so that it came out of my account.
Until probate is granted, and the house is sold, I wanted to keep the phone working to use while clearing the house (which is nowhere near where I live). I was astonished to be told that I would have to sign up to a new 12-month contract, with an early termination penalty payment due if the house is sold within 12 months.
I regard that as scandalous. I can only contrast this with the attitude of Severn Trent Water which immediately agreed to keep the water supply and contract open until the house is sold and made no other demand. I hope you might persuade the Post Office to take a less grasping approach. GM, London, N14
We would expect companies like the Post Office to offer a sensitive and flexible service in bereavement situations – as other utility companies do.
The Post Office told us: “If we are advised by the person responsible for handling the estate that they wish to terminate the phone line, we do so straight away without any fees being incurred. If someone wishes to move in to the property to which the line is registered, and wants to take over the phone line, the service starts afresh under the new name.
“However, in the case of GM, who only wanted to keep the phone line running for a short time, rather than move in, the contract can be put in his name but terminated without any fees incurred. This should have been explained and we sincerely regret any concern caused to him. We have been in touch to apologise and explain this to him.”
You have now terminated the contract without any further problems. But it is odd that the Post Office seems to have a clear policy on bereavement situations, yet failed to communicate this to you.
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