Top message: A question about deceased acct. holders... by sic
Replying to: Thanks. by sic
Here's the policy in a nutshell:
1) Reasonable discretion is used.
The finer print will say that a death certificate is not necessary, but may be requested. It will also say to offer an assumption of liability before offering account terminations (which makes sense, since others on the account are likely to stay with Verizon and/or want to keep their numbers). Since the billing responsible party (AKA account owner) is no longer living, an already authorized manager on the account can decide what course of action to take. If there is no authorized manager on the account, liability may be assumed by a user on the account, or the company might terminate all the lines without termination fees. Power of attorney (or executor status) is as strong as the original account owner. In most cases, it is impossible to verify the account correctly because the account was owned by the deceased. This is all part of the reasonable discretion used. There was once a day when specific legal routes and paperwork had to be followed, but few survivors wanted to deal with the hassle after losing a loved one.
Other than that, there's not much else to it, aside from local and state laws that might dictate certain aspects of the policy (not something any company is at their own discretion to ignore, if that's the case).
If you find a rep who decides they know policy and that one thing or another MUST be done, or some paperwork MUST be provided, chances are they probably don't know what they're talking about. This is something that a single rep in a store might encounter once every two years, and a phone rep might encounter once every few months. In most situations I have encountered, someone was already authorized on the account anyway and there were no need for lengthy conversations, paperwork, or hoops to jump through.
I sincerely apologize if someone gave you a bad experience. Not all reps are bad, though I don't understand why this one in particular would be considered such.
And my condolences as well.
- This is a terrible policy. by sic