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PayPal apologized to a widower after sending a deceased woman a letter explaining that her death was a breach of contract and that she had to pay immediately. The electronic payments company acknowledged that the letter was insensitive and began to investigate how the notice was sent.
Lindsay Durdle, a 37-year-old British woman, died of breast cancer on May 31. Durdle has provided PayPal with all the required documents, including his death certificate, will, and identity card.
In response, the company sent a letter to Lindsay entitled "Important: You should read this notice carefully. The letter stated that Lindsay owed about $ 4,240 to the company.
"You are in breach of condition 15.4 (c) of your agreement with PayPal Credit because we have received notice that you have died …" The letter said.
"We apologize to Mr. Durdle for the distress this letter has caused, we are considering this urgent matter and we are in direct contact with Mr. Durdle to support him." , said a spokesman for PayPal, Tweak Town
"We apologize without reservation for Mr. Durdle's distress this letter caused." As soon as we became aware of this mistake, we contacted Mr. Durdle directly to offer our support, we have liquidated the debt and closed his wife's account as he requested.We are urgently reviewing our internal processes to make sure this does not happen again, "said PayPal in a statement
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"I am in a reasonable position right now – I have my head straight on my shoulders – and I am quite capable of handling paperwork like this", said Howard
. I'm a member of the Widowed and Young Association, and I've seen with my own eyes how a letter like this or something like that can completely derail someone, "he said. he added
. to make all the fuss about this, it's to make sure that PayPal – or any other organization that could do this kind of insensitive thing – recognizes the damage they can cause to recently bereaved people. " , he said, the BBC reported. that when he contacted the company, they gave him three possible explanations for the error, either a bug, a bad letter template or a human error. [19659002] In 2015, Irish Water, a water services company, apologized for sending a letter to a deceased man. "We understand perfectly and we apologize for the problems caused by incorrect information about customers and our contact center staff is ready to accept customer registrations or to correct inaccuracies in the data quickly" This is a important task and we expect to face challenges where we have incomplete information about customers, where customers are not yet registered or where customer information needs to be updated, "the statement said , The Journal report.
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