Relative with dementia

[Phoebe1]

Hi my mother-in-law has gone into a home as she has dementia, I have power of attorney and need to close her account. I have tried phoning but have been told to register online to become account manager which I have done but now says I have to wait until you have contacted my mother in law don’t know how this will happen as she is in a dementia care home. Can someone help 

[Keith_Beddoe]

@Phoebe1 

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.

You should find this page helpful, if you have not yet registered your POA with BT.

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

Quote " 

We'll need the BT account number (it's on the bill) and we'll need to see a certified copy of the Lasting Power of Attorney (LPA). This means that each page will need a statement that it's a 'certified copy of the original' and must be signed by the donor, who must still have capacity. The same applies to an Enduring Power of Attorney (EPA).

We can also accept access codes (these need to be sent to us in the post) which will allow us to digitally verify your lasting power of attorney. This service can be used if the LPA was registered on or after 1 September 2019.

If the donor has lost capacity, a solicitor will need to certify a copy.

If you've got an EPA, it doesn't need to be registered with the Office of the Public Guardian (OPG) unless the donor no longer has mental capacity."

[RobbieMac]

Hi @Phoebe1

Welcome and thanks for your post!

I am sorry for the problems you're having closing your Mother-In-Law's account.  I understand she has recently moved into a care home.

We can pick up from here and help get the account closed.  I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie