PayPal - Your death has breached our rules

Cruimh

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PayPal told customer her death breached its rules

PayPal wrote to a woman who had died of cancer saying her death had breached its rules and that it might take legal action as a consequence.


The firm has since acknowledged that the letter was "insensitive", apologised to her widower, and begun an inquiry into how it came to be sent.


The matter came to light after her bereaved husband contacted the BBC.


He said he wanted to make other organisations aware how distressing automated messages could be.


Lindsay Durdle died on 31 May aged 37.
Now that is terrible customer relations. Someone should get the sack.

Her husband had sent copies of her death certificate, her will and his ID, as requested, so there are no excuses.
 


GDPR

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Automated responses. The tech world we live in now was designed by "on the spectrum" types.
 

Betson

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Rules are Rules , if she has breached them there should be little sympathy regardless of her current predicament. Do you want anarchy with people dying all over the place with no consequences?
 

Alphonse

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I have had problems with them in the past as have many others. They perhaps set out to employ the most clueless ******************************************s possible with the staff above them knowing even less or just not giving a ************************ ?
 

GDPR

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A human being had to have been involved and made the decision to send the letter as the company knew she was dead.
Umm what do you think they are paid, what do you think their training is, what do you imagine their management is like, and what do you know about these centres?

its "on the spectrum" and if you arent, you will quickly learn to fake it.
 

Paddy{ie

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I have had problems with them in the past as have many others. They perhaps set out to employ the most clueless ******************************************s possible with the staff above them knowing even less or just not giving a ************************ ?
But but but. This is the type of big data types we want infesting ireland.
 

Pizza Man

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So Pay Pal writes off a £3,200 debt and Howard the widower runs off to the Beeb to complain about them. Such ingratitude; he should be down on his knees thanking them for their generosity.
 

ShoutingIsLeadership

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So Pay Pal writes off a £3,200 debt and Howard the widower runs off to the Beeb to complain about them. Such ingratitude; he should be down on his knees thanking them for their generosity.
Eh, what else were they going to do? The debtor is dead. Good luck chasing her for money, given that it is most likely an unsecured loan.
 

Gin Soaked

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Eh, what else were they going to do? The debtor is dead. Good luck chasing her for money, given that it is most likely an unsecured loan.
Apparently claiming to be dead is quite common in utility companies. So they have to ask for death certs to cancel debts...

Lazarus-ing it was quite common apparently...

However sensitivity and process were key here.
 

Buchaill Dana

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I assume after her death others used her account, which is a breach of their rules and the bank processing the payments rules
 

devnull

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The letter was clearly written by a program based on a few boxes filled in by a computer operator.
The operator probably didn't see the contents of letters before they went out, and the programmer wouldn't have anticipated the program being used like this.

Nobody has to be a bad person or on a spectrum for a screw-up like this to happen.
 

redacted

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There are some people who are good with computer software and there are some people who are good with people - They are usually not the same people though.

if you have any questions, your people can talk to my people!:)
The person(s) who coded the software are not the people who create the policies that lead to this sort of corporate inhumanity. That's the sociopaths in management.
 


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