"My friend and her boyfriend made a mobile contract together last August 2010, but with two different phone numbers. He was the holder of this contract and she was the account holder. This guy passed away on December 6, 2010.
My friend went to a Movistar store two weeks after his death and left them all the paperwork. It turns out that months went by until one day she looked at her account and saw that they were still charging her for her boyfriend's number. In June she asked me for help, especially with the language.
I spoke many times with Customer Service, with the Cancellation department and there was never an answer, until I called again and finally, according to Movistar, they cancelled his number last September 29, 2011.
With this a great step was achieved, but it turns out that on November 14, my friend received a telephone letter of an invoice of her own number, plus the invoice of her deceased boyfriend's number, asking for the amount of maintenance of the line, corresponding to the period from September 15 to October 15.
That is, Telefónica continues to charge her and in a few weeks it will be a year since this man died. It is not so much for the money, but my friend every time she sees a letter with the name of the deceased boyfriend has a very bad time.
This is a disgrace, that such a large company does acts like this. My friend no longer knows what to do, because if you call 1004 you always get different people. You have to explain everything again and again.
And, in the branches of the stores, they also tell you to call 1004. So, really there is never anyone to whom one can turn. One gets tired, while the company makes a fortune at the expense of others".
