91 year old Dad has moved permanently into a care home - how to cancel his contract with no p...

[Stanlee59]

Was only yesterday, was just curious about response time given that we'd like to try and avoid paying another £90 in april

[Peter_W]

Thanks @Stanlee59.

I totally see where you're coming from here, and am confident this will be picked up soon.

Please keep us posted on how you get on though, and if needs be we can help you chase this.

Peter

[Stanlee59]

Response today :

Due to the situation where xxxx has been moved into a care home, I have been able to action the cease, however as this has been requested without security from the account holder, the cease has been placed for in 30 days time and will complete on Wednesday the 8th of April to allow enough time for the account holder to be notified.

If you have access to the BT app or website for Jean's broadband account, you can bring the cease date closer, or if we can confirm security with the account holder. The BT equipment will also be requested to be returned and a returns bag will be sent.

I am unable to see where I can do this on the account ?

They did not respond to my request to waive the latest bill either.

Any advice please ?

[Chris__S]

Hi @Stanlee59 

If you have power of attorney, one of our guides will be able to look into the account for you and give you an update on your request to waive the last bill.

They'll also let you know if it's possible to move the disconnection date of the contract.

Please give us a call and let me know how you get on.

Chris S

[Stanlee59]

My sister has POA, so I'll ask her to call , quoting the complaint ref  ?

What is the best number to call ?

[Chris__S]

Thank you @Stanlee59 

If you have logged a complaint, it will flag up for the guide as soon as they access the account, so don't worry about having the complaint reference handy.

The number to call us on is 0330 1234 150 .

You can find all of the ways that you can get in touch with us on our Contact us page.

Chris S

[Stanlee59]

Latest response is that we need to prove POA before anything will be actioned.

Given that the incorrect information given back in feb means this is now dragging on so that we now have an outstanding £90 bill for  March and I guess will get similar for April now.

I understand process has to be in place but 😫