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Aunt has gone into care, no account info

James270862 — Thu, 20 Feb 2025 08:05:06 GMT

I have POA for my aunt who has gone into care due to dementia . I have no account information to cancel the account. I hope someone can help

Re: Aunt has gone into care, no account info

RIC9380 — Thu, 20 Feb 2025 08:39:38 GMT

If the LPA was registered on or after 1st September 2019 you can send an access code to BT which enables it to view the POA online.

If the donor has lost capacity, a solicitor will need to certify each page of a copy of the POA.

More information here: What Power of Attorney (PoA) does BT accept? | BT Help

Good luck!

RIC9380

Re: Aunt has gone into care, no account info

James270862 — Thu, 20 Feb 2025 08:44:55 GMT

BT already have a copy of the POA as we had an issue in July with scam calls

Re: Aunt has gone into care, no account info

RIC9380 — Thu, 20 Feb 2025 08:50:48 GMT

As the appointed attorney your aunt's BT bills should have come to you. I'd give Customer Services a call and ask to speak to someone from the Protected Services Scheme.

Re: Aunt has gone into care, no account info

James270862 — Thu, 20 Feb 2025 09:17:28 GMT

Unfortunately not, she still got the paperwork to her home address.
It was paid DD and she binned all statements so no one would see them. The joys of dementia

Re: Aunt has gone into care, no account info

RIC9380 — Thu, 20 Feb 2025 09:51:33 GMT

Ah! However, if your aunt was still getting the bills it doesn't sound like the POA is properly set up on BT's billing system.

Assuming you are the appointed attorney and the POA is registered (with the Office of the Public Guardian) you can get a copy for (I think) £40. Do a Google search or quick online check. I suggest this as a starting point as unless you are your aunt's Account Manager you are likely to encounter some difficulties in getting a Customer Services Guide to even discuss the account in question over the phone. As I said previously, good luck but feel free to post back if you're still having difficulties 😀