Security paranoia

[fireball27]

My best friend, now 77 years old is suffering  from dementia. She is in a nursing home. I recently realised she is paying BT £62.57 monthly. I've gone through all her paperwork and cannot find any details of her contract or what she is paying for. She cannot remember her Email. I went on chat as I am profoundly deaf and spent over an hour being obstructed from helping my friend. I had bank details, D.O B. Payment details, address, phone number etc but could not get a solution. All I want is BT to post her details of what she's paying for. They couldn't do it. My only recourse is to cancel the D.D. I'm sure they'll contact us then!!! I just wonder how many other people in my dear friends situation are being ripped off like this?

[gg30340]

It matters not what information you had to "prove" that you knew the person/your friend. BT do not know you from Adam and you could have obtained those details illegally. BT are bound by customer confidentiality and acted correctly.

Unless your friend has you listed as an Account Manager or you have Power of Attorney for your friend BT were right in not giving you any information regarding her account.

I would also suggest that you do not cancel her Direct Debit as all that will do is cause her account to be ceased for non payment and cause a world of hurt for your friend when the debt collectors come to recover the money.

You will need to contact your friend's family and advise them of the problem and they should be able to get a Power of Attorney in order to act on her behalf.