PayPal tells woman her death violated account policies, apologises

Blanche Robertson
July 12, 2018

PayPal has been forced to apologise after it sent a letter to a United Kingdom woman who had died of cancer, claiming her death breached its credit rules.

Consequently, Mr. Durdle received a payment notice yesterday at his residence in Bucklebury, West Berkshire, addressed to his wife.

The brusque letter went on to read that Mrs Durdle was "in breach of condition 15.4 (c) of your agreement with PayPal Credit as we have received notice that you are deceased".

The death of the 37-year-old British woman, Lindsay Durdle, who passed away from breast cancer, apparently violated PayPal's account holder policies.

After her passing, Durdle closed out her finances - which included notifying PayPal of her death three weeks ago, and sending the company a copy of her death certificate, her will and his identification.

PayPal has since said that the letter was "insensitive", apologised to her husband, and is now working out how it was sent. Moreover, the breach is said to be "not capable of remedy", with a warning of further actions that can be undertaken against the deceased woman, including termination of her agreement and legal proceedings against her.

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Howard Durdle was contacted by the "insensitive" company, which claimed the death of Mr Durdle's wife, Lindsay, constituted a "breach" of their rules.

Mr Durdle has been told that the issue could be a bug, a bad template or a human error - our money is on the latter - a human did the same thing they did for every other case, and it triggered the letter because there was no escape loop in the procedure to not print the letter.

Durdle reportedly owed PayPal £3,240 ($4,299) when she died. In a statement to BBC, a spokesman for the online payments service stated that, "We are urgently looking into this matter, and are in direct contact with Mr Durdle to support him". While PayPal told him they would investigate, they also let him know that they wouldn't be informing him of their findings - because it was an "internal" matter.

And, until he opened the letter, Mr Durdle had been coping with the loss of his wife as best he could, telling the BBC: 'I'm in a reasonable place at the moment - I've got quite a level head on my shoulders'.

"But I'm a member of the charity Widowed and Young, and I've seen first-hand in there how a letter like this or something like it can completely derail somebody". Hopefully the PR nightmare this is causing PayPal will ensure it never happens again.

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