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
