My wife and I are trying to manage my mother-in-laws finances at a distance of 200 miles. She is nearly 90 and suffers from dementia. Her bills are paid by direct debit but she doesn't handle correspondence at all well and we need to have her correspondence sent to us so that we can take action as appropriate
Our efforts by searching BT online help and by talking to customer services have been very frustrating. The assumption is that we are either looking to help her use the services or that she will be able to resolve things by phone.
Could anyone please tell us what we need to do. I think BT needs to be more aware of the issues of helping older and dementai sufferers manage their affairs.
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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.
I'm sorry to hear that your Mother-In-Law isn't well. If you take a look at www.bt.com/poa, it will give you some useful information on how you would go about setting up Power of Attorney for your Mother-In-Law account.
Once the Power of Attorney has been set up BT would be able to change all the correspondence details over to yours.
Have a look at that website and let know know how you get on?
Thanks for the info PaddyB. We have a POA and we are both attorneys. However, registering it with BT seems OTT. All we want is to see her correspondence (so that we can check off her bank statements and oversee things) everything else is in place.
The other utility company's tell you send a letter explaining the situation, giving our contact details and signed by both my wife and her mother. That is sufficient to get the correspondence diverted and they then know the situation. What we are really after is where to send the information.