Close account for my deceased husband

[DansWife]

My husband passed away several months ago. I'm having a very difficult time trying to close his account. I've submitted a ticket that details the facts and lists his account number and cel number. I received a private message through Community that says, "Congratulations!" What on earth?

[Grinch]

Sorry to hear. 
Best is to contact a CSA. 
During your transition you may want to keep his credit card if you shared the account. So don’t cancel the credit card. 
If you have access to his PM account. 
Put the account on hold.  If hold not removed, it will self cancel after 90 days. And no payment will be taken. 

Or

Buy a prepaid credit card for any amount. Put that card on his PM account. Go spend that card on whatever. Then his PM payment will fail and eventually the account will close automatically. In this latter process, PM will no longer hold his current credit card information. 

[slusagm]

Sorry for your lost 

If the account was paid by his card, simply cancel the card, account won't renew and will then be closed 

But if you rather formally close the account, and if you have the login credentials, just login, go to Payment -> Manage Subscription and disable the Subscription toggle 

If you cannot login, then ask PM to help to remove the credit card and close the account.  Since you cannot properly login, you won't be able to open the preferred Chatbot ticket. So, you will need to message them here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

CS_Agent will reply to your community inbox, check here::  

https///productioncommunity.publicmobile.ca/t5/notes/privatenotespage

[Chalupa_Batman]

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@DansWife wrote:

My husband passed away several months ago. I'm having a very difficult time trying to close his account. I've submitted a ticket that details the facts and lists his account number and cel number. I received a private message through Community that says, "Congratulations!" What on earth?

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Sorry for your loss. You can create a ticket this way.

Although I feel an Oracle can fast track this to a CS Agent on your behalf to assist and contact you.

The Public Mobile chatbot is currently unable to create trackable tickets for members who are unable to log in. So for this reason, please use the following link to contact customer service.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

During business hours (9 AM-10 PM EST) you can expect a response within 30 minutes, but it may be longer depending on current volumes.