This topic

Mum has been moved in to residential care

Takhisis65 — Thu, 13 Feb 2025 20:02:26 GMT

how do I go about getting my mums BT account closed? she has been in respite care since 13 of December and has since (4 Feb) been transferred into a residential care home , due to her worsening dementia. A bill has arrived today for the next 3 months line rental and the calls made before she left her home it says payment due by 23 Feb, will this be revised so we can settle any outstanding amount?

many thanks

Re: Mum has been moved in to residential care

imjolly — Thu, 13 Feb 2025 22:20:08 GMT

Do you have POA so you can deal and talk about her account?

Re: Mum has been moved in to residential care

Chris__S — Fri, 14 Feb 2025 08:49:30 GMT

Hi @Takhisis65 I'm so sorry to hear about your mum, dementia is an awful disease.

As @imjolly has mentioned, if you have a power of attorney, one of our guides can discuss the account with you, and advise you of the options.

If you don't have a power of attorney, would your mum be able to speak to us to verify her account?

Chris S

Re: Mum has been moved in to residential care

Takhisis65 — Fri, 14 Feb 2025 09:47:38 GMT

Hi Chris

We have applied to court of protection as there is no PoA, is there a specific number to call so mum can conform her account?

Thanks

Re: Mum has been moved in to residential care

Chris__S — Fri, 14 Feb 2025 11:09:09 GMT

No problem @Takhisis65 When you have a power of attorney, we'll be able to discuss the account with yourself,

If your mum can call before you have power of attorney, she'd just need to call 150 from a BT phone, or 0330 1234 150 from any landline or other phone, then one of our guides can advise of what options are available,

You can find a link to our Contact Us page here

Chris S

Re: Mum has been moved in to residential care

Takhisis65 — Fri, 14 Feb 2025 15:41:14 GMT

That’s what I feared, we won’t get deputyship from the court for the best part of a year. So that’s £20 ish a month for the next 8- 9 months for a standard landline that hasn’t been used since 5 Dec.

Re: Mum has been moved in to residential care

Rach_H — Fri, 14 Feb 2025 18:12:53 GMT

Do you know if your Mum would be able to speak with our team to verify the account before this point @Takhisis65?

Rach

Re: Mum has been moved in to residential care

Takhisis65 — Fri, 14 Feb 2025 18:35:14 GMT

I don’t think that’s a possibility, she wouldn’t understand who she was talking to.

Re: Mum has been moved in to residential care

Takhisis65 — Sat, 15 Feb 2025 10:16:56 GMT

Would I be able to call and then she confirms that I am acting on her behalf?

Re: Mum has been moved in to residential care

Christopher_G — Sat, 15 Feb 2025 10:33:22 GMT

Hi @Takhisis65

Yes, if your Mum is able to pass the security checks, she'll be able to pass the phone to you to discuss the account.

I hope you manage to get sorted.

Chris