You sent it to techsupport@ ?

What address did you use to contact? Last I looked, their promoted support channels are phone or online chat

https://www.skinny.co.nz/contact-us

I'm not working for skinny, BUT where I work, If no autoreply, we didn't get your message. try sending it from a different email address and make sure you have a subject line and if you've attached stuff maybe its ended up in their spam filter.

hamish225:

 

I'm not working for skinny, BUT where I work, If no autoreply, we didn't get your message. try sending it from a different email address and make sure you have a subject line and if you've attached stuff maybe its ended up in their spam filter.

 

If sending any official notification such as this, I recommend turning on Message Disposition Notifications (Return receipts) and Delivery Status Notification. That way you can hopefully show the message was handed over to a designated MX for their domain and possibly delivered to a mailbox. That's notice as far as I'm concerned. If it ends up in their spam filter, that's their problem.

You could try sending them a message via Facebook Messenger. Hasn't failed me yet.

Call them.

I chatted to them via online chat and they gave me support@skinny to email. No point my calling them because they'll tell me the same thing as I need to get a document to them.

I'll try via FB but trying to stay away from FB these days :D

Great.... starting to sound like they don't want anything to do with me because I'm not the account holder and can't provide the info from the modem (which is at the FIL house packed away).

WT* can't they just check the email I sent...... 

What a joke......  FB rep wanted info I cant give them, offered death certificate.... no response.

Then finally get email response. They want a pages worth of proof of "ownership" and the death certificate - which I already sent them!  They can't even tell if he's on a contract or not..... what system are they running there that they can't see that info ?

Going nowhere fast..... told them that if the certificate is not enough proof, what the hell else do they want. 

Not impressed.

xpd:

 

Great.... starting to sound like they don't want anything to do with me because I'm not the account holder and can't provide the info from the modem (which is at the FIL house packed away).

 

WT* can't they just check the email I sent...... 

 

@xpd If you are not the account holder then this makes sense, They are following the privacy act

Edit: Oh sorry yes having a death cert changes everything. You have every right to jump up and down!!

All the other service providers (power etc) have all been great, and promptly done as requested. Just an ISP being stubborn.... :D Argh.... wheres my bourbon...

I'd suggest you've done enough. You've asked them to close the account and provided sufficent reason and proof as to why. Ball's in their court now, they can either close the account, or try billing your FIL and I don't think that will go well for them.

Sorry about your FIL too.

Finally done.... said I'd get the lawyer to contact them if that's what was needed. Message this morning advised it would be closed. 

Think a legal government supplied document would be enough but apparently not..... or my case has just raised a flaw in their processes. In either case, its done now :) 

Thanks for the advice etc all.

xpd:

 

Finally done.... said I'd get the lawyer to contact them if that's what was needed. Message this morning advised it would be closed. 

 

I'm pleased this has been sorted.

There needs to be legislation to address this issue. It's too hard to die in this country (or Australia). I'm still receiving phone calls and letters for someone who died over a decade ago, from companies that were informed and where necessary, provided with the official documentation. Somehow, they just can't get their records sorted. When I die, I want to be forgotten, not someone else's problem.

I didn't want to send you down the legal path with my suggestions on how I plan to handle these issues going forward, but my plan is to inform companies of the situation, request details of any outstanding payments and make it clear that the estate will not be liable for any further costs incurred, including through any failure on our part to follow their procedures (e.g. cancelling at the end of a contract). Any demands will be considered disputed, remind them that disputed funds cannot be sought through debt collectors (their go to BS) and that any attempts to recover funds, for which they have no right of claim, will be considered a fraudulent act and be reported to authorities as such.