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Help Closing Deceased Family Member's Account
Hi, I hope someone can help me.
My father passed away last year & I contacted eBay to request an account closure. They asked me to submit a copy of the Death Certificate, which I did & then... nothing. I went in circles with the automated chat bot & help guides & finally got to speak to a human on web chat. They acknowledged the issue I was having, said they'd resolve it & then, again, nothing!
Recently, I started the process again. Logged into my father's account & requested account closure, submitted the Death Certificate & then got an email, asking for more information. However, where should list the required information, there is a blank space. I really just want to get my father's account closed, once & for all, but can't seem to progress any further.
If anyone can offer any advice or how to get in touch with someone who can help, it would be greatly appreciated.
Many thanks,
James
red_magpie
Mentor6 months agoThere isn't much we can add to eBay's guidance on reporting the death of a member:
https://www.ebay.co.uk/help/account/changing-account-settings/reporting-death-ebay-member?id=5574&st=3&pos=1&query=Reporting%20the%20death%20of%20an%20eBay%20member%20&intent=death&lucenceai=lucenceai&docId=HELP1804
Was there any credit balance or any outstanding transactions, e.g. payments due to or from your late father's account? If not, eBay may simply have closed it. Have you tried looking up his account? If it is recorded as "no longer a registered user" it is closed.
If there are still outstanding account issues all you can do is continue in your efforts to contact customer support.
ea_jadev
OP6 months agoHi red_magpie,
Thanks for the quick reply. I've followed the guidelines given by eBay, but still end up going round in circles.
They haven't closed the account, just restricted the actions available on it; I'm still getting forwarded emails from his Outlook account, adding him to improve his seller rating...
The main issue is that the email that have sent me doesn't list what further information they need to complete the request (if any).
I will have to find the time to get in touch with an agent via web chat & hope that they can understand & actually resolve the issue once & for all!
I'll keep this post updated with any progress.
Thanks again,
James
kat@ebay
Hi @ea_jadev ,
Thank you for reaching out. I'm sorry to hear of the experience your having trying to have this resolved.
It may be the case that other documents are required. On the page where you originally submitted the death certificate there is also a part regarding what's required for closing the account. I'll include it here below to check if you had already sent in any of those documents. If not are you able to send them through the original reply email from eBay where they confirm they have restricted all activity on the account?
Thank you,
Kat
ea_jadev
OP6 months agoHi Kat,
Thank you for taking the time to reply. I would be happy to send in additional documents, but the reply email that they sent didn't have a link to do so, instead just displaying a blank space; I've included a screenshot of the email below.
I've checked the email on a number of devices & none of them display any differently, so I believe there is an issue here.
The only other thing I can think of is to collect the other documentation, mentioned in the paragraph you referenced, I try & submit the account closure request again, as long as I'm able to login to my father's account. I will not be able to do this now until next week, as I'm away.
Unless there are any other suggestions, I will try the above & update here, in due course.
Thanks again,
James
kat@ebay
Hi @ea_jadev ,
Thanks for coming back.
Usually there would be a link within the email that would allow extra documents to be uploaded. If you can pm me the user name of your father's account as we can't share on the boards here. If it needs to be the case that you fill out the form again with the extra docs I'll let you know that but in the meantime I'll follow up from my side.
Thank you,
Kat