Issues with Changing Account Name - Customer Deceased

sage26 on 10/11/2024 - 14:34

I'm trying to help out an elderly friend. Her mobile number was always in her husband's name and he passed away a few months ago.

The service is with CatchConnect and we have provided them with a death certificate but they insist they can't transfer it without a copy of his will. He didn't have a will and they have said there is no way around this. The service was a prepaid plan for 12 months and she has a while to go before it will expire so we have some time to sort it out.

Service NSW transferred his car to her name without a will - surely there has to be a simpler way! Does anyone have any advice to get this done or suggestions on a workaround? She would really prefer to keep the same number if possible.

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Comments

  • MS Paint on 10/11/2024 - 14:47
    +31

    The Will is none of their business. What an odd request.

    • JIMB0 on 10/11/2024 - 17:31
      +6

      Maybe it's a thing to bequest a phone number in a will now. Imagine how disappointed you'd be when old aunt Betty finally croaks it and you get called to into the lawyers office expecting to collect your big inheritance only to find out all you're getting is her bloody phone number.

      • MS Paint on 10/11/2024 - 17:32

        0419 LUV BET

        Could have some value on the open market.

    • Elppa8 on 10/11/2024 - 23:57
      +3

      I’ve come across this recently with a deceased relative. The death certificate to prove the person has passed and the will to show you as the executor as the authority to change as Power of Attorney is no longer valid after death.

  • apsilon on 10/11/2024 - 14:56
    +1

    I've never heard of changeconnect. If they're operating within Australia lodge a complaint with the TIO. The death certificate is sufficient for transfer.

  • Neoika on 10/11/2024 - 15:01
    +9

    Use his ID to transfer to Telstra and then rename. Always do this kind thing with main Telco, not MVNO.

    • singlemalt72 on 12/11/2024 - 09:47

      I once suggested something similar and copped a ban as technically this is fraud, anyway his service record will now probably show as deceased, so will probably make things worse.

  • Iwantthebestprice on 10/11/2024 - 15:02
    +12

    Just call the TIO and stop wasting time with catch. The TIO will have this sorted within a week.

    Ask for a will, how dare they!

  • Smokey010 on 10/11/2024 - 15:03
    +1

    can't you just port out to another provider with her name and account? You'll only need to provide 2 FA code as long as the number is active.

    • AustriaBargain on 10/11/2024 - 17:38

      cat's out of the bag now tho

    • singlemalt72 on 12/11/2024 - 09:51

      Details on the new service must match those of the old service or porting will not go through (tried this with catch connect before) - some providers will allow this with a change of ownership request, but it can take 10 working days to accomplish.

  • RogerLoger on 10/11/2024 - 15:23
    +1

    My guess is account name is most likely a telecommunications legal requirement and I suspect it would not be as easy as others suggest, but I am far from expert.

    Phone calls to fix more complex problems rarely work. On the phone you are usually dealing with people who 'stick to the script'. Difficult decisions are above their pay grade, and they often seem reluctant to disturb managers. Instead, write a letter to an operations manager outlining the issue, enclose a copy of the death certificate and see what happens. You might even get ahead by enclosing a statutory declaration.

    Commonwealth Act, so Commonwealth form https://www.ag.gov.au/legal-system/publications/commonwealth…

    Meanwhile, do the amendable fields in the account include one for 'preferred name'? If so, a change there may stop the chance of her being upset by the continuing flow of documentation in her husband's name.

    • lbft on 10/11/2024 - 16:57

      I was able to transfer a loved one's Optus postpaid service with only a death certificate, but I was dealing with a dedicated Bereavement team.

  • SmiTTy on 10/11/2024 - 16:37
    -1

    I actually think what they're asking for sounds reasonable - given that in their eyes, you are taking ownership to the right of use of the deceased's phone number. (Sounds weird that a phone number would be included in a will though)

    However, when I've ported from one provide to another, I have used a different name and surprisingly it has worked (similar to what others haev suggested above).

  • JimmyF on 10/11/2024 - 17:01
    -1

    CatchConnect doesn't seem to have a way to change ownership.

    Forgo what is left on the phone plan and port the service out to another company that will allow a change of ownership.

  • bobbieb on 10/11/2024 - 17:12

    I went through a similar scenario with another carrier.

    After some back and forth between myself, my solicitor handling the estate, & the carrier's official's channels what eventually worked was unconventional, but made the best of processes that are necessary, but have zero accommodation for this particular scenario.

    What worked for us was:
    1. Take full control of the account… hopefully you, or your elderly friend already have enough detail (especially the account#) to change passwords, answer account security questions, etc on the account.
    2. Update all the details on the account to match yours… mailing address, etc.
    3. Go through the regular change of ownership process. Don't mention deceased estate, just submit the form transferring it to yourself, or your friend.

  • AustriaBargain on 10/11/2024 - 17:40

    If they won't let you port out yourself now that they know he's dead, and you should try anyway, the elderly friend must be able to get some kind of evidence that she inherited his estate.

  • TALL1one on 10/11/2024 - 17:41
    +2

    Lodge a TIO complaint

  • Benoffie on 10/11/2024 - 18:15
    +6

    Worked for 2 telcos.

    Death Certificate is it. In fact, it's a nice to have, not a necessity.

    Telstra and Optus all have processes which are virtually stat decs.

    No wills, no delays, all instant.

    Complain to TIO.

  • sam-1966 on 10/11/2024 - 18:25

    I'm with Benoffie - looked after my father's estate and had no problems with Optus and closing his account.

    Only needed a copy of his will to establish that my sister and I were executors with a couple of places and for then banking any cheques that arrived after his death.

    Ask for the bereavement team - most larger organisations have them now for just this purpose.

  • Dollar General on 10/11/2024 - 20:01

    Absolute nonsense from catch

    As many have said, go to the ombudsman

  • GordonD on 10/11/2024 - 21:17
    +1

    Simple solution.

    Its prepaid. Leave it in his name until it expires.

    If he's been dead for a few months and no-one has cared, they will likely continue to not care for a few more months.

    • kiitos on 11/11/2024 - 15:25

      But it's the surviving partner's phone number, just in her husband's name.

      • deeevan on 11/11/2024 - 20:44

        But it doesn't matter for porting. You need to confirm you have the authority to port to the new provider with the DOB of the current account holder and the 2FA code, not that you are the current account holder.

        My phone number has changed ownership a few times.

        Just wait until close to expiry and port to new provider under her name. Some things are just easier to leave as is until you absolutely have to change.

  • Chewy2221 on 11/11/2024 - 08:36
    +2

    Perhaps I'm missing something, but it seems to me that you could continue to use the phone without changing the account name. The funeral director will advise Centrelink of the husband's passing but the phone company is unlikely to be advised of the death. Good luck with this thankless task.

  • 2esc on 11/11/2024 - 09:34

    It not convenient but get a new phone number and new provider.

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