Post Office Phone and Broadband Complaint

mayfair1985

Ladies and Gents, i'll try and keep this as short as possible, just need some how to advice. Please feel free to move if this may be better somewhere else. I don't need advice on switching to cheaper deals or anything, just how to get back what's owed. This has only just fallen into my hands as her partner was dealing with it but they have broken up now so it's been handed over to me.

October 2008 my mum had a stroke. She recovered well but has been renedered almost useless, for want of a better word, with regards to bills and accounts. She gets a bill, takes it to the post office and pays it, shouldn't be a prolbem.

On 13/09/2009 mum switched her internet provider from the post office, to talk southern electric. Her internet connection followed on 03/11/2009.

Post office have been billing mum ever since to the tune of, i believe, approximatley £50.00 a month. As I said before, she gets sent a bill, she pays it. She didn't think to question why the post office wanted money still, she just paid promptly. She had other products with the post office and didn't really understand what she was paying for.

In August 2011, aforementiond partner (new ish at the time) was helping her with bills and noticed that she was paying for 2 connections for phone and internet. He contacted PO by phone to query this. The operator that took the call advised that the line rental cancellation department had failed to notify the billing department so mum kept getting the bills. The operator then went on to ask why this was, the medical situation was explained and written confirmation was requested from Talk southern electric to say when they had taken over the account.

Simple, this was provided on 16/08/2011. I am unsure if this was sent recorded delivery of not. Mum recieved the last bill from the post office in August 2011 and no further written correspondence or reply to the letter. I am unsure if this was prior to the letter being sent to the post office (I believe it may have been but there is no date on the letter). She paid it, didn't want a bad mark against her name.

So, how on earth do I go about getting this re-imbursement? It is worth mentioning that mum can't call, I can't call on her behalf due to her not being in the room with me and being over the other side of the country, so, idealy it would need to be done in writing, but I don't really know where to start?

Bit mad that they would take advantage of the vulnerable like this, if she'd have kept this from me she would be out of pocket to the tune of a large sum of money!

Any help and advice would be greatly appreciated.