I’m hoping someone can help me. My mum has been in hospital and rehab since Feb 2023 following a spinal injury, which has now rendered her fully wheelchair dependent. She is currently in a rehabilitation unit to help her learn how to live with her disabilities. As part of this, we’ve had to find her a new place to live, as her previous residence is not suitable for a wheelchair and her requirements. We have a place but not a moving in date yet, as she is still in rehab. As you can imagine, this has been a stressful and difficult time for her. She tried to cancel her BT broadband and phone contract when she realised she was unable to return to her previous residence. She’s had numerous conversations with BT and despite me offering to help her sort this issue out, I’ve just come back from a short break and she said that following threats to take her to court, she’s paid c.£500 to get out the contract. I would have thought there were others ways to sort this issue out, such as reducing her monthly payments or pausing her contract until we can see if her new residence could have BT. She is very vulnerable at the moment and she has very little money anyway. I am astounded BT would handle a disabled and elderly customer issues in this way. Can someone advise on how her case can be assessed?
