Insurance company consoles customer on the occasion of her own death...

27 August 2014

Customer service is always King, but sometimes companies can go too far and be too eager in their servitude- as evidenced by Standard Life, who were recently the first to offer their condolences to a customer on her own recent death.

The 80 year old widow was very much surprised to learn of her death, and has been somewhat traumatised by the letter, so much so that she has started using a pseudonym (Mrs ‘Fulton’) to avoid further cases of mistaken expiration . Sent in haste following the inexplicable return of a pension payment by the still-breathing lady’s bank, the letter offers “sincere condolences” to Mrs Fulton on the occasion of her death, and asks that she inform them in writing of the exact date of her death, providing a prepaid envelope to expedite the speedy receipt of the information. It is not clear whether the postage paid was enough to cover the cost of sending letters from the other side.

standardlife-dead_3010845mThe Telegraph channelled the Daily Fail by remarking that the poor old dear had a severe stroke (before adding that this was, in fact, ten years ago under their breath) but brave old Mrs Fulton was more hardy than might have been expected, given her condition.“You can imagine how shocked I was to receive the letter," she told the Telegraph bravely, "fortunately I still have my wits about me, but I dread to think what the consequences could have been for someone in more fragile health than myself." Perhaps someone witless might have been convinced by the letter and believed themselves dead?

Standard Life admitted the letter came after  human error meant the failed pension payment had incorrectly been recorded by a staff member with the reason as “deceased”. Standard Life are very sorry and have now re-paid her pension, as well as giving her a £50 bonus and a bunch of flowers. Which is better than a smack in the belly with a wet fish. Or waking up to a letter telling you you’re dead.

TOPICS:   Consumer Advice   UK News

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