PayPal Told Customer Her Death Breached its Rules

[upnorth]

Content source

https://www.bbc.com/news/technology-44783779

PayPal wrote to a woman who had died of cancer saying her death had breached its rules and that it might take legal action as a consequence. The firm has since acknowledged that the letter was "insensitive", apologised to her widower, and begun an inquiry into how it came to be sent. The matter came to light after her bereaved husband contacted the BBC. He said he wanted to make other organisations aware how distressing automated messages could be. Lindsay Durdle died on 31 May aged 37. She had been first diagnosed with breast cancer about a year-and-a-half earlier. The disease had later spread to her lungs and brain. PayPal was informed of Mrs Durdle's death three weeks ago by her husband Howard Durdle. He provided the online payments service with copies of her death certificate, her will and his ID, as requested. He has now received a letter addressed in her name, sent to his home in Bucklebury, West Berkshire. It was headlined: "Important: You should read this notice carefully." It said that Mrs Durdle owed the company about £3,200 and went on to say: "You are in breach of condition 15.4(c) of your agreement with PayPal Credit as we have received notice that you are deceased... this breach is not capable of remedy."

 

[Weebarra]

I saw this earlier today and i think the word that PP have used "insensitive" is quite far off the mark

They should have a dedicated Bereavement Services Team like many other big institutes have. These people are trained in this aspect and can guide the bereaved through the necessary steps that are involved in dealing with things, especially financial, which are in themselves very difficult to do but more so when you are grieving.

Having said all that and i am not sticking up for PP or condoning their communication tactics but if the lady who passed away has left any estate and there is a will then it is up to the executor of that will (most likely her husband) to pay monies owed by her to any companies or organisations that she owed money to. A lot of people wrongly assume that if you have a debt and you pass away then that debt dies with you ..... it doesn't sadly and at a time when the people left behind have so much more going on, they also have to deal with that, i do think that there should be more understanding from organisations around this issue and have a period of grace before sending out letters and at least get them written in a way that is much more sympathetic and non threatening.

Just my view, can you tell it hit a bit of a raw nerve with me, lol.

 

[TairikuOkami]

A smart guy, by going to news, PP apologized and will surely dismiss the bill. He provided her death certificate to PP, so he knew, what was coming.

 

[Michyon]

What the hell? What to expect from the insensitive robotic Divided States of Embarrassment. They should be sued for that.

 

[illumination]

This is what most of the world is coming to, automation and no personal assistance.

This said, automated response are programmed, and one would think this would be monitored and quality control applied to avoid issues such as this.

 

[show-Zi]

In terms of 'consideration', it seems that digital processing is not yet catching up with people.

 

[Deleted member 178]

Devils' (insensitive) advocate ON :

"She had been first diagnosed with breast cancer about a year-and-a-half earlier. "
you had time to pay your debt, your fault.

 

[askmark]

Devils' (insensitive) advocate ON :

"She had been first diagnosed with breast cancer about a year-and-a-half earlier. "
you had time to pay your debt, your fault.

What has the debt got to do with anything?
It's the fact PP wrote to his wife even though her husband had previously told them she was dead. The letter should have been addressed to the husband.

 

[509322]

This is what most of the world is coming to, automation and no personal assistance.

It's here. You can't even get assistance if you are willing to pay a premium for it.