Mum has been moved in to residential care

[Takhisis65]

Hi  

how do I go about getting my mums BT account closed?  she has been in respite care since 13 of December and has since (4 Feb) been transferred into a residential care home , due to her worsening dementia. A bill has arrived today for the next 3 months line rental and the calls made before she left her home it says payment due by 23 Feb, will this be revised so we can settle any outstanding amount?

many thanks

[imjolly]

Do you have POA so you can deal and talk about her account?

[Chris__S]

Hi @Takhisis65  I'm so sorry to hear about your mum, dementia is an awful disease.

As @imjolly has mentioned, if you have a power of attorney, one of our guides can discuss the account with you, and advise you of the options.

If you don't have a power of attorney, would your mum be able to speak to us to verify her account?

Chris S

[Takhisis65]

Hi Chris

 We have applied to court of protection as there is no PoA, is there a specific number to call so mum can conform her account?

  Thanks

[Chris__S]

No problem @Takhisis65 When you have a power of attorney, we'll be able to discuss the account with yourself,

If your mum can call before you have power of attorney, she'd just need to call 150 from a BT phone, or 0330 1234 150 from any landline or other phone, then one of our guides can advise of what options are available,

You can find a link to our Contact Us page here 

Chris S

[Takhisis65]

That’s what I feared, we won’t get deputyship from the court for the best part of a year. So that’s £20 ish a month for the next 8- 9 months for a standard landline that hasn’t been used since 5 Dec.

[Rach_H]

Do you know if your Mum would be able to speak with our team to verify the account before this point @Takhisis65?

Rach

[Takhisis65]

I don’t think that’s a possibility, she wouldn’t understand who she was talking to. 

[Takhisis65]

Would I be able to call and then she confirms that I am acting on her behalf?

[Christopher_G · Accepted solution]

Hi @Takhisis65 

Yes, if your Mum is able to pass the security checks, she'll be able to pass the phone to you to discuss the account.

I hope you manage to get sorted.

Chris