Hi all,

I am facing a pretty abnormal situation and seeking for some advices on which approach will be the most approriate.

We received an email from a so-called executor for the estates of our customer requesting for login username and password. Saying that he will need that to update the web site, which is related to the real estates of the customer.

The account basically has nothing, only html pages and images, no database, no emails. All emails are forwarded to another free email account.

The executor has emailed me some documents:

1. death certificate
2. letter of appointment
3. driving license


So, what would you do if you were me?

Thanks for your inputs in advance. :)

I'm not a lawyer but it would be kinda weird for to someone fake all those documents for access to a small web site. I guess you could contact the local government (county or whatever) to verify the info. I'm sure the death certificate would have some kind of identifiable contact information allowing you to call and verify the death certificate is valid.

I'd consult my lawyer who should be on retainer.

So, what would you do if you were me?
If the documents are authentic, give them the information requested.

I wouldn't necessarily discuss it with a lawyer in this case but I'd definitely recommend doing some legwork. Check the local obituaries & ensure the documentation is legitimate somehow.

Contacting their legal representation might be a good option though. That's a very interesting situation though :/

If you do decide to provide the login and password in the end, it would be a safe gesture to change both of them before giving them away.

Would try and verify they are real and give the username and password.

Not sure a lawyer would be worth it really, although if you have one run it through them.

really confusing,

i would contact the billing details of customer

the executors of the estate would normally have a lawyer acting for them, so there is no harm contacting their lawyers to verify that is an genuine request.

Marty

Ask to speak with the executors lawery first.

Make sure that these documents are valid and try to contact the person through phone for further verification about your customer.

More over consult your lawyer too.

the executors of the estate would normally have a lawyer acting for them, so there is no harm contacting their lawyers to verify that is an genuine request.

Marty

No they don't... unless the person was RICH... in my neck of the woods, no one ever gets an attorney... lol... no money to be made.

Anyway... to answer the question, I would call around to ensure the person has passed. Maybe send a couple of emails or attempt to contact them by phone... you should have all this information on your customer... some of the suggestions above work as well... also, could find out from some larger companies (what you are doing now), to what they do in a situation like this... places like godaddy, 1and1, etc...

I would speak to a lawyer... cold call one and just ask the question... some will answer for free since no hope in getting a ton of money in this deal.

SBA (small business administration) might be a great source of information as well... maybe even the IRS....

Ton of places to turn for info... one great reply above was to change the passwords and such before giving out... also, make a backup of the site to keep on file for maybe a year or so... I'd store it off the web and in a location only you have access.

Check with your lawyer , He will most likely say go ahead.

As he has provided you with more than sufficient evidence.

In 10 years, I've run into this situation three times. First, you want to be very careful not to offend the person who contacts you because they might just be in the midst of the grieving process. However, you do have to cover your own butt as well.

Google for the local newspaper and/or television station website and check for obituaries and possible related news articles. One of my clients died in a motorcycle accident and it was fairly easy to find news articles relating to the accident.

Once you've confirmed that the client did, in fact, pass on - ask for the name/phone number of the executor of the estate. Call that person and verify that it is alright to turn over the website information to the person requesting it.

Also, you might put something in your ToS that describes what you would do in the event of a client's death.

--Tina

Get the request on formal headed paper.

May be you can try to call your customer first.
Then, if, unfortunately, your customer is passed away, giving the login/ pass of a small account to somebody will cause too much harm to your business.

Firstly, make sure you backup the clients files.
Then, if the documentation you received looks legit, and after getting the executors landline telephone number and address (maybe even create new billing on their credit card) change the username and password and give them access.

Know what this thread needs? It needs one more person recommending that you contact estate's attorney. Unless they obtain a judge-ordered document requiring you to hand over the information, you're not bound to. Their name's not on the contract that your passed client signed. Take your time and verify as much as you possibly can. Remember that you hold a reputation to protect and a business that relies on your ability to retain the trust of its clients.

Bill

Google for the local newspaper and/or television station website and check for obituaries and possible related news articles. One of my clients died in a motorcycle accident and it was fairly easy to find news articles relating to the accident.



Not everyones death is revealed on a newspaper. :eek:

Doesn't hurt to check though. :)

If they have proper documentation, I would give them the info..

Another thing to look at.. What is your policy on giving out this type of information? You might be better served by looking at your own contracts/TOS, etc., and following your own protocol for releasing user/pass information.

Good luck!

If you have a death certificate with a state seal, then the only other verification would be to contact the state and pay a small fee. This is unnecessary if you have an original document. If you have a photocopy you can request an original from the executor.

If he/she is no longer with us then you no longer have a client, you no longer have a contract and the website is not your porperty (never was). The account should be closed (according to your regular termination process) and the website turned over to the estate.

You can contact a lawyer if you want but they'll tell you, you can't have a contract with someone who has passed.

Know what this thread needs? It needs one more person recommending that you contact estate's attorney.

I'm going to have to agree with Bill on this one, OP: try to contact the estates attorney and see what they say. :stickout:

You have the Customer's phone/address ? Did you try calling and see who picks up, you can enquire about him directly. If no-one is responding, I would send a letter, with a pre-written application that needs to be filled and signed by someone at that address confirming the incident and returned to you.

Atleast you have a signed document in your hands sent from that address (and copies of other docs sent by the lawyer).

I would give him the access to the hosting after that.