PayPal Sends Payment Notice to Deceased Customer, Claiming Death was a “Violation” of Its Rules
On May 31, Lindsay Durdle, a UK resident, 37, died of cancer. Her husband, Howard Durdle, informed PayPal of her death last month. Later, on request, he provided the company with his identity document, copies of his death certificate and his will.
Consequently, Mr Durdle yesterday received a payment notice at his residence in Bucklebury, West Berkshire, addressed to his wife. The letter refers to Ms. Durdle’s death as a violation of the company’s agreement with PayPal credit and warns her of legal action.
Excuse the language but it’s beyond fucking pale. @AskPayPal @PayPalUK – who were informed of Lindsay’s death 3 weeks ago – sent her a letter citing a breach of contract due to her death. What the hell? ? pic.twitter.com/4zelBLGszc
– ?????? ?????? (@hdurdle) July 10, 2018
As can be seen in the notice above, there was a violation of condition 15.4 (c) of company policy, a violation which apparently took effect upon Ms. Durdle’s death. In addition, the violation would be “unpairable”, with a warning of other actions that can be taken against the deceased woman, including termination of her agreement and legal action against her. In addition, a request for immediate repayment of the outstanding balance which amounts to Â£ 3,240.72 ($ 4,294.05) has also been made.
The way the opinion was drafted is unpleasant to say the least. Mr Durdle, understandably very angered by this event, demanded a response from the Financial Conduct Authority (FCA), claiming that PayPal is the only organization to have issued such a “horrible” response when it was informed of the death of its wife. He recognized that creditors requesting funds from the state are quite common in such cases, but writing a letter to the deceased, calling his death a breach of contract is unacceptable.
PayPal has since apologized to Mr Durdle, saying a bug, bad letter template or human error are possible explanations for the unfortunate event. In a statement to the BBC, a spokesperson for the online payment service said “We are investigating this matter urgently and are in direct contact with Mr Durdle to support him.” In the meantime, the company has also written off any unpaid debt.
Mr. Durdle believes he is in a “reasonable place” at the moment. However, he noted that the matter should not be taken lightly, stating:
“If I want to make a fuss about this, it’s to make sure that PayPal – or any organization that might do that kind of callous thing – recognizes the damage they can do to recently bereaved people.”
It is indeed very important that organizations take all necessary precautions to ensure that unfortunate situations like this are avoided as they can be a source of grief and torment for the recently bereaved.
Source: Howard Durdle (Twitter) via BBC