Mobile Phone Contract re DD - Advice Sought

Keys

As you (we?) are a compassionate, creative and knowledgeable community I wondered if anyone could offer some advice on this problem. I am writing on behalf of someone in their 80s who is trying to help a friend, also in her 80s (in honour of Martin let me call her Marti). I am not related.

Marti is deaf, is in hospital having been transferred there from a nursing home. She has little mobility and is moved by hoist. She is however bright, can conduct her own affairs and she has the motor skills to sign her name.

Marti has a monthly DD with Sainsbury's Mobile Phones and her friend cannot, just cannot, get this cancelled. Carphone Warehouse (who own Sainsburys Mobiles) have said that Marti 'will have to go in person to a Carphone Warehouse store' to cancel her DD (she clearly cannot do this) or she must phone them herself to discuss the matter (she can't do that either). They say they cannot issue a form that could be signed and returned nor will they accept any such letter.

I understand of course that DPA means that other people can't cancel your services but there seems to be no system in place for genuine stuations like this. Over the past several years they just collect a monthly DD from an elderly woman's pension even though quite clearly their records must show that it has been years since she was able to make or receive a call.

Please don't suggest a solicitor or Power of Attorney, we are just trying to close this DD.

Am hoping that someone may have met this before and know how to resolve it. Thank you for your help on all this. Sorry to be so wordy. Cheers

DVardysShadow

Marti can sign a letter. Write a letter to CPW, recorded delivery to the Registered Office and also to the normal contact address, copy to the bank, copy to keep. Tell them to cancel the DD. Claim on the DD guarantee if they take DD's and instruct the bank to make no more payments. Direct grief after a certain point to the bank.

Plus, if they mention going to a CPW store, threaten them with a Disability Discrimination complaint.

Keys

Will do. Thank you for this. Will let you know how we get on. Many thanks for taking the time to post.

biscit

Keys wrote: »

Will do. Thank you for this. Will let you know how we get on. Many thanks for taking the time to post.

She could also write to her bank.

Can't you cancel DD's from that end?

Keys

They hit the same problem on DPA re Bank and CPW are saying that you are not permitted to cancel in writing but only by phone or by person. Although we will try the 'write and send recorded' route next. Some companies have customer service helplines for 'older' customers, but if CPW offers such a service we haven't come across it.

Esqui

I'd be pretty sure that written notice of intention to cancel would be perfectly acceptable (certainly to any normal person)

Also, beware of just cancelling the direct debit, it'd be construed as non-payment, and that won't help given the situation. If they're not allowing her to cancel via post, they'll have no qualms chasing her for unpaid money.

Keys

Thank you for your help. Just to let you know that Marti's latest bank statement shows no mobile phone charge - we followed your advice and I think we've cracked it. Many thanks.