Virgin Media apologises after late payment fee bill sent to deceased customer goes viral on Twitter and Facebook

The bill, which was posted on Facebook by the man's son-in-law has been shared more than 85,000 times

A Virgin Media broadband bill sent to a deceased customer with a late payment fee added has gone viral on Facebook.

The bill, which was posted on Facebook by the man's son-in-law, Jim Boyden, has been shared more than 85,000 times since it was posted on the social networking site earlier this week.

In a post on Monday Mr Boyden addresses a letter to the company along with a photograph of the bill showing the £63.89 charge with "D.D Denied-Payer deceased" next to it, followed by the "late payment charge" of £10.

Mr Boyden writes: "I'm really sorry for my Father in Law not paying his bill last month, but what with him being dead and all, it's probably slipped his mind. Some people, eh?"

Virgin Media have since apologised to the family for sending the bill.

Beneath the letter on Facebook a number of users have posted angry comments.

Amy Rowe writes: 'Absolutely disgusting! I cannot believe the charges have been added, extremely insensitive.'

The letter was also widely shared on micro-blogging site Twitter.

Virgin Media said that they were unable to close accounts on unverified claims of a customer's death.

Pointing out that the process is especially difficult on social media, when no direct contact has been made with the business. They also stated that a further complication can be caused when the account holder and the person speaking about the account have different surnames.

A Virgin Media spokesperson said: "We've spoken to the family and offered our sincerest apologies as automated responses from banks should not appear on customer bills."

"We have a team in place to ensure bereavements are managed sensitively and are investigating how this happened."

"Once Mr Boyden brought this to our attention on Facebook, we sought to identify his father in law's account straight away which we have since closed with late payment charges removed."

Virgin Media have since said they will make a contribution to a charity chosen by the family. 

Start your day with The Independent, sign up for daily news emails
Have you tried new the Independent Digital Edition apps?
ebooks
ebooksAn introduction to the ground rules of British democracy
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
SPONSORED FEATURES
Independent Dating
and  

By clicking 'Search' you
are agreeing to our
Terms of Use.

iJobs Job Widget
iJobs General

Recruitment Genius: Sales Executive or Senior Sales Executive - B2B Exhibitions

£18000 - £30000 per annum: Recruitment Genius: A Sales Executive or Senior Sal...

Recruitment Genius: Head of Support Services

£40000 - £55000 per annum: Recruitment Genius: This is an exciting opportunity...

Recruitment Genius: Warehouse Team Leader

£22000 per annum: Recruitment Genius: This industry leading company produces h...

Recruitment Genius: Business Development Manager / Sales - OTE £40,000

£20000 - £40000 per annum: Recruitment Genius: This IT provider for the educat...

Day In a Page

A nap a day could save your life - and here's why

A nap a day could save your life

A midday nap is 'associated with reduced blood pressure'
If men are so obsessed by sex, why do they clam up when confronted with the grisly realities?

If men are so obsessed by sex...

...why do they clam up when confronted with the grisly realities?
The comedy titans of Avalon on their attempt to save BBC3

Jon Thoday and Richard Allen-Turner

The comedy titans of Avalon on their attempt to save BBC3
The bathing machine is back... but with a difference

Rolling in the deep

The bathing machine is back but with a difference
Part-privatised tests, new age limits, driverless cars: Tories plot motoring revolution

Conservatives plot a motoring revolution

Draft report reveals biggest reform to regulations since driving test introduced in 1935
The Silk Roads that trace civilisation: Long before the West rose to power, Asian pathways were connecting peoples and places

The Silk Roads that trace civilisation

Long before the West rose to power, Asian pathways were connecting peoples and places
House of Lords: Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled

The honours that shame Britain

Outcry as donors, fixers and MPs caught up in expenses scandal are ennobled
When it comes to street harassment, we need to talk about race

'When it comes to street harassment, we need to talk about race'

Why are black men living the stereotypes and why are we letting them get away with it?
International Tap Festival: Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic

International Tap Festival comes to the UK

Forget Fred Astaire and Ginger Rogers - this dancing is improvised, spontaneous and rhythmic
War with Isis: Is Turkey's buffer zone in Syria a matter of self-defence – or just anti-Kurd?

Turkey's buffer zone in Syria: self-defence – or just anti-Kurd?

Ankara accused of exacerbating racial division by allowing Turkmen minority to cross the border
Doris Lessing: Acclaimed novelist was kept under MI5 observation for 18 years, newly released papers show

'A subversive brothel keeper and Communist'

Acclaimed novelist Doris Lessing was kept under MI5 observation for 18 years, newly released papers show
Big Blue Live: BBC's Springwatch offshoot swaps back gardens for California's Monterey Bay

BBC heads to the Californian coast

The Big Blue Live crew is preparing for the first of three episodes on Sunday night, filming from boats, planes and an aquarium studio
Austin Bidwell: The Victorian fraudster who shook the Bank of England with the most daring forgery the world had known

Victorian fraudster who shook the Bank of England

Conman Austin Bidwell. was a heartless cad who carried out the most daring forgery the world had known
Car hacking scandal: Security designed to stop thieves hot-wiring almost every modern motor has been cracked

Car hacking scandal

Security designed to stop thieves hot-wiring almost every modern motor has been cracked
10 best placemats

Take your seat: 10 best placemats

Protect your table and dine in style with a bold new accessory