“Oh I am sorry to hear that.” Says the person, without a face, on the other end of the phone. “When did your husband die?” I give all information regarding his mobile phone contract which needed to be cancelled. “Ah but we require the Death Certificate before that can be done.” So I agree to send the info.
Months go by and still funds are being debited from my account. Another phone call. I wait for about ten minutes. “I am calling about………” “Please can we talk to Mr…….. says Ms Faceless!” If you can then I think that would be a miracle.” I inform her “I have tried since he died but alas I end up talking to myself. ” To my total amazement I am told “Unfortunately we cannot cancel a contract without consent from the person involved.”
Now I know I am old and perhaps my diction is not quite as good as it used to be, but I have yet to find anyone who does not understand me – in English! So I explain again exactly what I am trying to do.
“So, you are saying that the person on the contract is dead?” “Yes he is.” “Well how can he have a contract with us?” Ten very deep breaths later I say “Actually when he took out the contract he was very much alive and we paid from our joint account. You have all the information I was asked to send. Please will you put me on to your supervisor -now.” “Yes Madam please wait.” I waited and waited and then a nice young sounding gentleman came on the phone. “How can I help you Mrs….?”
After having given my story yet again I was told very politely that I needed to talk to the Bereavement Department. I was transferred. By this time I was in a rage which made my voice quiver! Well, the concern and quick response I got was amazing! It took exactly two minutes to cancel hubby’s mobile phone contract!
Such insensitivity is so unnecessary. Maybe some of these large corporations should put a little more emphasis on compassion when training?
“No act of kindness, no matter how small, is ever wasted.” Aesop