Closing account of deceased family member
shellbelluser
Newbie

I would like to suggest that the policies to close an account for a deceased family member be updated, but can't find a place to send an e-mail.

My 19 year old step son died in a car crash several years ago.  I was able to close his account over the phone, but was on the line for 45 minutes while the operator tried 5 different ways to get me to keep the phone line open and apply it to another device or add someone else to my account.  It wasn't until I told him how upsetting it would be for a family member to see the number pop up, that he dropped the issue.

This past spring, my mom passed away.  I closed the account over the phone in May (or thought I had), and then received a bill at the end of July telling me the account would be closed if the bill wasn't paid.  I called the number on the bill to (1) make sure the account was closed and (2) find out what the balance was for.  I was told the operator didn't have access to that information and I would have to physically go into a store with a copy of the death certificate to get the account information.  I told her I wasn't going to do that, but that I was happy to upload the death certificate and that they could mail the account information to the estate.  She told me that was not an option, and that I would have to physically go to a store.  I then called a customer service representative and got the same information.  I have not paid the bill yet, and it has gone to several collection agencies.  The one I called yesterday told me they would have Verizon send the account balance details in 2 weeks and would then follow up with me.  I am happy to pay the bill if it is for services prior to when I closed the account.  I don't understand why getting that information should require me to go to a store when the person in the store will look it up just like an operator could.  It doesn't make sense.  My in-store experiences have not been stellar when upgrading my own service, and I have no desire to go through an emotional ordeal in public to get this information.

Verizon should set up an avenue for people to be able to handle this situation on-line or over the phone or a combination of the two.  It should be a professional sympathetic encounter with no one trying to sell me anything.  I have had no issues with closing her credit cards and stock accounts on line and over the phone.  This is a cell phone, should be even simpler.  

Is there a contact I can send this information to on-line?

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Re: Closing account of deceased family member
vzw_customer_support
Customer Service Rep
Hi, shellbelluser. Thanks for contacting Verizon Social Media through Facebook. I'll be delighted to assist you with any question or doubt you may have. Please, contact us through Facebook or Twitter, for a personal assistance.

>Apollo

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Re: Closing account of deceased family member
vzw_customer_support
Customer Service Rep

Hello, shellbelluser. Fist and foremost, you have our deepest condolences. I have sent over a Private Note to further assist with this matter. Thank you. 

~David

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