Cancelling package for elderly father moving into permanent care home -fee waiver request

[kathyburgers]

Hi everyone,

I am looking for some help from a BT Moderator regarding my elderly father’s account. He has recently moved permanently into a residential care home due to his health and no longer has any need for his BT package.

Because of his situation, we need to cancel the account completely. I understand that he may still be within a minimum contract period, but given that this is a permanent move into long-term care, I am requesting that any early termination fees be waived on compassionate grounds.

I would be incredibly grateful if a BT Moderator could look into this for me, send me a private message, and help us get this sorted out during what is already a very difficult time for our family.

Thank you in advance.

[licquorice]

First of all the moderators no longer have account access and even if they did, their role is to provide assistance where normal channels fail not to provide a shortcut.

I'm afraid you will need to contact customer services and unless you have registered a POA with BT, your father will need to speak to them first to confirm you are authorised to act on his behalf.

[kathyburgers]

I have contacted customer services and they just told me I have to pay they wernt very helpful. Ive done some research and they can waiver the fees.

[imjolly]

do you have POA as posted by @licquorice  so you can talk on your father's behalf?

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

[kathyburgers]

Yes I have a POA

[Lesley_W]

Hi @kathyburgers 

Welcome to our community. 

I'm sorry to hear about your Father's health and the trouble you have had when getting in touch about this. 

I've sent you a private message to your Community inbox to see if I can help further. 

Lesley