Subscriber has died

[Woomera]

A friend's Aunt activated a phone on PM before entering hospital. Sadly , she passed. My friend has Power of Attorney and is Executor of the Estate. I don't believe there's a record of any log in information.

His son is willing to take the account over or perhaps , I suggested they let the account expire and get a new SIM for the son.

Can you please advise the best course of action. There is a txt saying there is payment due , so I don't believe autopay is active. If the son wants to activate the phone on a new SIM , does it has to be released from the exisiting account first ?  TIA .

[Patrick_R]

With deepest sympathy

[computergeek541]

---

@Woomera wrote:

A friend's Aunt activated a phone on PM before entering hospital. Sadly , she passed. My friend has Power of Attorney and is Executor of the Estate. I don't believe there's a record of any log in information.

His son is willing to take the account over or perhaps , I suggested they let the account expire and get a new SIM for the son.

Can you please advise the best course of action. There is a txt saying there is payment due , so I don't believe autopay is active. If the son wants to activate the phone on a new SIM , does it has to be released from the exisiting account first ?  TIA .

---

Sorry that you and your firend are going through this.

It should be possible to do as your firend is asking, but I would think that your friend would have to provide proof such as the death certificate and a proof that he has control of his aunt's estate estate.  This however, does sound like it could/would be a bit of hassle.

I'm sure that any friend is in the process of having any credit cards and bank/visa debit cards that his aunt may have been using to pay for that Public Mobile account.  As other were saying, just letting the account expire is an option.  There isn't any obligation to keep this Public Mobile account going.

If this is matter of not wanting to waste whatever has been paid for the current month, I could understand not wanting the paid for service to go to waste.  The other thing could be the possibility of wanting to keep that phone number. 

It's up to your friend to decide how to proceed, but him having his son start up a brand new account would probably be easier.

[will13am]

Condolences, sorry for the loss.  If the friend wishes to retain the aunt's phone number, then the old account needs to be taken over.  Otherwise, the account can be allowed to lapse into deactivation.  This is a prepaid service.  There's no penalty for letting an account go unpaid.  In the event of account takeover, your friend should contact the moderator team to assist with account access reset if needed.  The moderator team can be reached via private message using this link.  Please include a detailed description of the issue and the required resolution. This will speed up problem resolution significantly. Refer to the following knowledge base link for additional information on contacting the moderator team.

[Woomera]

Thankyou

[Woomera]

Thankyou...

[mimmo]

@WoomeraSorry about the sad news.

I would send a message the moderator_team, they will likely send you a reply with a authorisation request link, either sending an sms  or email. if you have access to either then you will   to access selfserve and remove the   and autopay if enabled.

once suspended the account will expire in 90 days if not reactivated by another person.  this is prepaid so really there is no need to take over someones account unless they have a good plan or a bunch of rewards which lower the plan cost. 

[sunflowershine]

---

@Woomera wrote:

A friend's Aunt activated a phone on PM before entering hospital. Sadly , she passed. My friend has Power of Attorney and is Executor of the Estate. I don't believe there's a record of any log in information.

His son is willing to take the account over or perhaps , I suggested they let the account expire and get a new SIM for the son.

Can you please advise the best course of action. There is a txt saying there is payment due , so I don't believe autopay is active. If the son wants to activate the phone on a new SIM , does it has to be released from the exisiting account first ?  TIA .

---

@Woomera Based on the register information, your friend need to stop autopay ASAP if it applies. Or your friend can simply stop the credit card for processing the payment. Because the payment went through the credit card of the deceased person.

But when access the PIN on the phone, there will be a problem. It will be talking to the Moderator about the situation if they can't stop the credit card. 

If they normally pay by voucher, it is even simple. You don't add money and the account will be suspended. 

If you need to contact the Moderator, you need to send a private message to the Moderator by click the envelop icon and to "Moderator_Team". 

[chrisbasm · Accepted solution]

@Woomera  - The text does not necessarily mean that auto-pay is not active.  The only way to know would be to connect to the person's self serve portal.  However, this would require knowledge of the email address and password associated with the account.   If there is access to the email address, a password reset could be used.  If these are not possible, then the only solution would be to contact the moderators via private message, and and have them either shut down the account, or rest the account password/email so that your freind can continue using the same account.  Either way, they would likely require official documentation.

You can click here to send a private message to the moderator team.

[ShawnC13]

---

@Woomera wrote:

A friend's Aunt activated a phone on PM before entering hospital. Sadly , she passed. My friend has Power of Attorney and is Executor of the Estate. I don't believe there's a record of any log in information.

His son is willing to take the account over or perhaps , I suggested they let the account expire and get a new SIM for the son.

Can you please advise the best course of action. There is a txt saying there is payment due , so I don't believe autopay is active. If the son wants to activate the phone on a new SIM , does it has to be released from the exisiting account first ?  TIA .

---

First off sorry to hear this sad news.  If auto-pay is not active the account will go into suspension and official close after 90 days of being suspended.  If the son is going to activate with Public Mobile it would be best to start a whole new account with his email and all his information.  The phone doesn't need to be "release" from any account it will just need a new sim card and activate it under a new account in the self serve.