Yikes. Pretty bad form, and awful for the husband, but just to be "that guy" , the breach was technically defaulting on the debt, and the death was what made the breach incapable of remedy; which likely would have triggered at least a semi-automated notice. Not that it makes it any better, and you'd think there'd be different protocols in place for these kinds of circumstances considering such things would happen from time to time with such a large company, but one can only hope a human (who has a full grasp of the English language) didn't compose that in full and send it. 😕