TV package cancellation due to dementia

[Bargainmum1]

Mum has long standing delirium, has been told this is likely dementia and has been referred to memory team for diagnosis. Trying to use the BT TV package that she’s had for many years was causing significant confusion so we’ve taken it out. Tried to cancel the tv only (still happy to keep broadband and landline as she needs these) but told we will have to pay £298 as she’s in contract. 

Call handler disinterested and morally it feels poor of BT. Has anyone else had experience of this? 

[AnonWorker]

Try to speak to the value team to check if there are any specific processes for vulnerable customers. x

[shakey1981]

https://www.bt.com/help/contact-bt/complaints

this should then enable the executive complaints team too  look into this might be idea to tell them that your doing this on behalf of the account holder that has  dementia

scroll down to 

"Still have a complaint?"

then press online log in to start a xomplaint

[Katie_B · Accepted solution]

Hi @Bargainmum1. 

Thanks for coming here. 

I have sent you over a private message to discuss this further. 

Speak soon, 

Katie