As an entity, BT cannot, or will not, deal with a bereavement sensibly or properly. I keep getting mail, addressed to my late mother, despite me telling them she has passed away. A refund she is due has been a nightmare to arrange, so far unsuccessfully. They show little or no compassion; spending hours on the phone to get nowhere is frustrating to say the least. Oddly enough, there is no e mail address to be able to make a complaint, which suggets they must get an awful lot of them! Righly so. Rubbish service all round.
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