Closing a landline account for elderly parent.

[Nichola71]

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Please can someone advise as to how I close my elderly mum’s landline account down. I’ve tried calling but I’m told they need her permission to deal with me. Unfortunately she has dementia and this is not possible. She has lived in a carehome for almost a year so money is going out each month for a landline that is never used in an empty house which is up for sale. What can I do to sort this?

[imjolly]

do you have access to your mother's BT account so you be appointed account manager which would allow you ability to phone and discuss account.  Alternatively do you or someone else have POA

[Nichola71]

I have power of attorney for my mum but BT still say they need her permission to speak to me, which is impossible unfortunately.

[gg30340 · Accepted solution]

Your POA should over rule the need to speak to her.

See link

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

[imjolly]

you can send Power of Attorney documents to POA@bt.com

[Leanne_T]

Hi there @Nichola71 

Thank you for coming to the community, I would love to see if we can help you get your Mum's landline account closed. 

Could I just check, have you provided the POA documents to us previously? 

Speak to you soon. 

Leanne. 

[Nichola71]

We (myself and my cousin are joint poa’s) have only tried calling and weren’t given that option, only that we had to get my mum to give permission over the phone which obviously isn’t an option. 

[Rach_H]

Are you able to send these to the email above @Nichola71, so we can get your Power of Attorney set up?

Rach

[Nichola71]

I can certainly try. I’m not very tech savvy though. I’ll give it a go. Thank you.

[Rach_H]

I understand @Nichola71. If it's easier then you can send this through the post to:

BT PLC
PO BOX 334
Sheffield
S98 1BT

Rach