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Terminate account - Mum has dementia

TonyStewart — Thu, 13 Jun 2024 12:40:15 GMT

My mum has moved into a care home with Dementia/Alzheimers. She signed up for a very expensive package which has been going for a while and she doesn't use it, doesn't know how to use it.

There appears to be no way to contact BT via email or help chat which in itself speaks volumes, I thought that was illegal these days. Also I can't seem to register her BT account number with the website to set up her account and manage it. I add it but it never appears. For products that can be signed up for with a click or two it is extremely difficult to shut these things down or ask for refunds for products she should never have ordered. Anyway that's a moot point at the moment.

At the moment she's paying £80 a month or near enough and I need to get the whole package stopped as there is now no one living at that address. I have the LPA but need a bit of help. I'm loathed to phone the main number as I just can't bear sitting in a queue going round in circles for hours as I'm already extremely stressed having to empty her house and get it ready for sale on my own so time is valuable.

Can anyone point me in the right direction of someone that can help please?

Many thanks

Re: Terminate account - Mum has dementia

Keith_Beddoe — Thu, 13 Jun 2024 12:50:48 GMT

Welcome to this user forum for BT Residential phone and broadband customers.

Have you registered your LPA with BT?

https://www.bt.com/help/account-and-billing/what-power-of-attorney--poa--does-bt-accept-

Re: Terminate account - Mum has dementia

TonyStewart — Thu, 13 Jun 2024 12:59:48 GMT

I've just emailed the poa@bt.com address with the finance LPA and stating I want the account terminated. Or at least get the ball rolling? Cheers

Re: Terminate account - Mum has dementia

Keith_Beddoe — Thu, 13 Jun 2024 13:21:18 GMT

You may need to ask to speak to the "life events" team, as mentioned on a similar post from a moderator.

https://community.bt.com/t5/Bills-Packages/cancel-contract-for-my-elderly-mother/m-p/2382503#M168929

If you ring the main BT number on 0330 1234 150 , see if you can get in touch with them.