I am helping an elderly friend sort out his affairs following his wife’s death. I phoned Virgin Mobile for his wife’s pay-as-you-go account to be put into his name.
We discovered there was £271.75 credit on the account, which I asked to be refunded since my friend is unlikely to use this. We think his wife topped up her account in error during her illness.
Virgin has refused, claiming it is policy not to refund credit of deceased customers.
AF, London
It’s not just Virgin that does not refund deceased customers’ credit. Although the regulator, Ofcom, makes clear that mobile companies must disconnect inactive numbers so they can be recycled, it does not specify what should be done with unused funds, so most firms pocket it. Virgin says this is because the customer has bought services and its terms and conditions state the money is non-refundable.
In this case, however, it makes an exception. “We have refunded £261.75 and left £10 credit on so the phone can be used,” says a spokesperson.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
