My cell phones (2) were disconnected on 5-23-05 despite being totally current on charges. The reason given, after the fact, was that the "customer, " my husband, is dead.
My husband died unexpectedly on 5-4-05. His funeral was 5-9-05. On or about 5-10-05 I contacted Cellular One to let them know that I would mail payment immediately, that due to a hospitilization and death of my husband, I had not attended to bills until that day.
The bill was due the day I called or the day after. I was being responsible I thought in calling to avoid any late fee. We keep our bills current. The rep said fine. I did not cancel service; I did state I would continue the account.
Nothing was said to me regarding termination of the account on that date. Actually, I was never told service would be terminated prior to Cellular One doing so.
On 5-23-05 I received a late notice with cut off date of 5-18 and a bill reflecting the bill I had paid more than a week earlier. Still not too concerned I phoned customer service to verify that they had received my check. The service rep stated that the check had been received and the account was current.
The account was always paid by check from our joint checking account which lists my husband and myself. The account was set up by my husband, but was used and paid for by both of us.
An hour later I attempted to call my 14 year old daughter on her cell phone. The cell phone was disconnected, leaving me unable to communicate with my daughter at that point.
I again called Cellular One at their regional administrative office. Again I told them the situation, reminded them that the account was indeed current, and asked them to restore service.
I was told that service was cancelled because their customer, my husband, had died.
I reasoned with them that indeed the account was paid by myself as well as my husband, and that at no time was I told that I would be disconnected. They said sorry, we can't help you.
They insisted that in order to get service again I would have to take a death certificate to the local store and fill out forms. I told them I barely left the house due to my emotional state, could they help me out until I could make arrangements? They said no.
I spoke with a supervisor named Todd who would not give me any other identification, nor would he give me the name or number of any management above him.
I am outraged. No newly bereaved person should suffer this loss of service let alone this insulting, insensitive treatment.
I contacted the local office after this inhuman treatment, and to be fair, they are embarassed. The only reason I would think to keep service is for sentimental reasons and that I don't think this should happen to me or one more person.
The local office said I could have my husband's obituary faxed and that they could mail out paperwork. Why couldn't the regional admin office do this? Why did they disconnect me without notice on 5-23 when really I told them of my husband's death on 5-10?
Finally, if the bill would have gone unpaid you can be sure they would be stating that indeed I was liable for payment. Funny how things work only in their favor. Todd told me that they had no security, but indeed they did. At any time they can disconnect for a legitimate reason such as non-payment.
I want to make sure Todd and Cellular One fix my issues and never do this again.
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