Help with getting my sick brother's BT broadband cancelled

clarabelle41

Hi

My brother suffered a ruptured brain aneurysm in May 09. He now lives in a care home as he requires 24hr medical input. I have a court order from the court of protection giving me legal responsibility for his personal affairs.

Since around June/July 09 I have been trying to get BT to cancel his broadband account at his former home. Initially I didn't have his account number. I have written 3 letters to BT Correspondence Centre, none of which have been answered. I have cancelled the direct debit. I have made numerous phone calls. I have even been told that the account was closed in 2006 or 2008 by two different BT staff.

At the end of November, following a phonecall from me, BT actually sent a refund cheque & said the account would be closed. Then on 9th January another invoice was sent to my brother for 2 months broadband, only this invoice has a different account number to all his previous bills:mad: To top this off another bill was received on 24th Jan with yet another account reference (the 3rd linked to his address!!)

I immediately rang BT. I had the misfortune to speak to an extremely rude & aggressive man who said if I had rang the correct number I would have had this matter dealt with correctly. When I tried to explain that I have called on various BT numbers all of whom have promised to finally sort this out he told me that BT only have 1 contact number!!! He ended the call by saying he had closed the account & would send the final bill. I tried to tell him that I didn't think a final bill would be necessary since I had been trying, unsuccessfully, to close this account since June/July 09. To date nothing has been received so I hold no hope of ever getting this mess sorted out.

To make this situation even more stressfull I have to re-explain what has happened to my brother & why I have a Court Order at every phonecall, which brings the harsh reality of his condition right back.

Can anyone offer advice on how to get this cancelled once & for all. Hopefully I may be lucky to find the BT rep's have the commonsense that their call centre & admin staff seem to be sorely lacking.

If you've read this far I thank you:T

Clarabelle

kwikbreaks

If you wanted to attract the attention of a BT rep you really should have put BT in the title imo. Not sure if you can edit it now.

clarabelle41

Sorry, new to this forum. Thanks for the info.

Jemma-T

Hopefully the BT Rep will be along shortly.

bonar

good luck, BT are not a good company to deal with. My mother has been trying for the last 2 years to get her phone bill changed from my dads name (he passed away in April 2007) She is constantly being told it has been changed but last week once again the bill arrived in his name.
She phoned last week and told them that as the bill was not in her name she was not liable, my dads estate has long been wound up. She is now refusing to pay the bill unless she gets a bill in her name. She has been promised a letter of apology, but surprise surprise she is still waiting,

As you rightly say, it is very distressing for her to receive these bills as it brings it all back, but BT just dont seem to give a damm.

BT_company_representative

Hi Clarabelle41

Really need to get a look at this for you please drop me a mail to the address in my profile.

Include the relevant account info and I'll try to get this sorted for you.

Cheers

Stuart

kwikbreaks

Bump in case the OP hasn't spotted the reply and it drops from view

BT_company_representative

Hello Bonar

I'd like to the extend my offer of help to you drop me an e-mail to the address in my profile and I can investigate the problems your Mother has experienced.

Stuart

clarabelle41

Kwikbreaks, Jemma-T & bonar thank you for your input. I really hope I can finally put this matter to rest now.

bonar, i sincerely hope you get the situation sorted with your mum's bill. It must be so hard for her to have this reminder every time the bill arrives.

Stuart - i will contact you with the relevant info requested.

Clarabelle

kwikbreaks

bonar wrote: »

My mother has been trying for the last 2 years to get her phone bill changed from my dads name (he passed away in April 2007).

I wouldn't normally defend BT but I think on this one she has just been unlucky. When my mother died I inherited her house and had the phone changed over to my name with no problem. I'm pretty sure it was just on the basis of a phone call as they spelled my name incorrectly on the bill - certainly it only took a call to get that fixed.

clarabelle41

Hi,

Just wanted to post an update. Emailed BT Rep on 3/2 with all relevant info as requested - unfortunately not had a reply yet but hopefully will hear something soon.

bonar - have you had any success yet?

Clarabelle