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Assistance or guidance on dealing with Termination charge for Dementia suffer gone into care

dmake — Fri, 10 Jan 2025 20:08:47 GMT

Hello, assistance needed if at all possible please.

I am Lasting Power of Attorney for Property & Financial Affairs for my 89-year-old Mother, Patricia, and I have been managing her BT Account (as well as her banking and a bills) since the death of my father in December 2018. On 5th June 2024 I renewed the BT Contract onto a new 24 month contract. Sadly, since then my mothers Dementia has considerably worsened to the point where I had no choice but to move her into a specialist Dementia Care Home in November 2024, to provide her with 24-hour care and support.

She had been living independently, she cannot or will not be returning and her home is now unoccupied, in readiness to be sold - there is no need in the Care Home for either landline or broadband services. So I have cancelled the BT account as of today - as monthly Care Home fees are financially crippling.

I phoned BT on 0800800150 today, but the agent I spoke to simply said there will be a significant (near £600) termination charge to pay which is really not acceptable in the circumstances

My father & mother had been loyal BT customers for over 40 years, and I believe in these exceptional circumstances - perhaps on compassionate grounds - that BT to waive this termination fee?

Can someone please advise as to how I might be able to avoid this seemingly unfair 'charge' if possible.

Thank you in advance for understanding my mothers position and for any assistance in these difficult times.

David M

Re: Assistance or guidance on dealing with Termination charge for Dementia suffer gone into care

Rach_H — Sat, 11 Jan 2025 10:34:21 GMT

Hi @dmake

Welcome to the Community!

I'm so sorry to hear about what is happening with your mother. This must be a really difficult situation for you to find yourself in, and I appreciate the need to cancel this service, given it will no longer be needed, and the cost of your mother's ongoing care.

Were you transferred to speak with our Loyalty team when you called, or did you just speak with our Customer Care team?

Rach

Re: Assistance or guidance on dealing with Termination charge for Dementia suffer gone into care

Keith_Beddoe — Sat, 11 Jan 2025 10:41:46 GMT

@dmake

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

That explains what is needed, and how BT can help, and where to email the POA.