Reported in the Newcastle Evening Chronicle: Be sure and cancel your credit cards before you die! This is so priceless. And so easy to see happening - customer service, being what it is Today! A lady died this last September, and MBNA bank billed her in October and November for their annual service charges on her credit card, And then in December added late fees and interest on the monthly charge. The balance that had been £0.00, now is somewhere around £60.00. A family member rang MBNA: Family Member: 'I am calling to tell you that my grandmother died in September.' MBNA: 'But the account was never closed and so the late fees and charges still Apply..' Family Member: 'Maybe, you should turn it over to your collections section.' MBNA: ‘Since it is two months over due, it already has been.' Family Member: ‘So, what will they do when they find out she is dead?' MBNA: 'Either report her account to the Frauds Department or report her to The Credit bureau, maybe both!' Family Member: 'Do you think God will be upset with her?' MBNA: 'Excuse me?' Family Member: 'Did you just get what I was telling you . . The part about her Being dead?' MBNA: 'Sir, you'll have to speak to my supervisor.' Supervisor gets on the phone: Family Member: 'I'm phoning to tell you, she died in September.' MBNA: 'But the account was never closed and the late fees and charges still Apply.' Family Member: 'You mean you want to collect from her estate?' MBNA: (Stammer) 'Are you her solicitor?' Family Member: 'No, I'm her grandson' MBNA: 'Could you fax us a death certificate?' Family Member: 'No problem..' (fax number is given ) After they get the fax: MBNA: 'Our system just isn't set up for death. I don't know what more I can do To help.' Family Member: 'Well, if you sort it out, great! If not, you could just keep billing her. I don't think she will care.' MBNA: 'Well, the late fees and charges will still apply.' Family Member: ‘Would you like her new billing address?' MBNA: 'That would help.' Family Member: ' Plot 1049.' Heaton Cemetery , Heaton Road , Newcastle upon Tyne MBNA: 'But, that's a cemetery!' Family Member: 'Well, what the **** do you do with dead people on your planet?'
Something very similar happened to me. My Mum was due to go on holiday. She agreed to let me borrow her car. She was then taken iil and within days had sadly passed away. As there was so much to sort out, I jumped in the car, (her car) and drove up to her house in Barnsley. It was only when I was in Barnsley that it occurred to me that I might not be insured any more (because she wasn't there to give permission for me to use her car). So, I phoned the insurance company ..... There then followed the most ridiculous conversation imaginable. Bearing in mind I'm emotional about losing my mum only a few hours earlier .... I explained the situation and asked if I could secure a temporary insurance to cover me on the car, as she was now deceased. " we need your mother to authorise that" " err she died this morning, as I told you" " we can't do anything without her authorisation." "oh, ok, I'll just wake her up then... " The conversation went on for about 10 minutes before the operative realised that he may need to offer an alternative plan. At that point he asked for a death Certificate ! Tremendous customer service.
It can be argued in an FOI context that it becomes the personal info of the benefactors. Don't see why that shouldn't apply to data protection personally. There are exceptions in the DPA too, but it is often used as a reason for lack of common sense/ rubbish customer service/policy.
Private companies such as MBNA are not bound by FOI. And until proof of death is confirmed they the data processors are still bound. As good as common sense is, keeping your jobs more important.
I know they aren't subject to it, the comparison is between the two bits of legislation and the breach of them. All overseen by the ICO and tribunals. I think we agree that a person's info should be protected after death, for a while anyway. I deal with FOI/DPA/EIR as part of my job and still think common sense can be applied. The vital interests of the data subject is in the act remember.
It is. And those interests are to be protected to prevent Tom dick and Harry phoning in saying my old mans died. Had more than one clever pillock give the x has died line only for x to go barmy when we've requested the death cert.
Vital interests in the context of DPA exemption is the processing of information in their best interest (remember it's not about dead people), but I can see how it becomes a bit fuzzy once somebody is claiming the data subject is dead. Like I said though, common sense. Part of the decision is what they are trying to do. I agree with asking for proof of ID/death though, but that shouldn't prevent a solution to the problem at MBNA. Fired's is a bit trickier as it was needed to be done there and then on the phone.
Classic!! My father died in December 2012 and his car insurance was due in Feb 2013. I had paid his previous car insurance on my credit card, and lo and behold the 2013 premium was charged to my account. When I tackled them, they wanted to charge me for the period he'd been dead, plus a cancellation fee!!!! I said, if anything he should be entitled to a refund of 2 months for the period when he had died - but no, I hadn't informed them of his death! In the end, I did get a full refund of the 2013 charge, but I had to fight for it! Unbelievable.
i had a similar prob with orange, dad died july so called to settle the account (i had all the security details) but after certain words spoken, mainly in hindu, i was told that to close the account they must speak to the account holder? me still rather upset said he's just died didn't wash and the account holder would be taken to court? i just hung up and cancelled the direct debit