ORANGE refusing to issue PAC code (power of attorney)

pete_

Ok, to elaborate my partner's mother has alzheimer's and is in a care home and we want to get her off Orange PAYG and on to GiffGaff to save money.

We rang Orange today to ask for PAC code, my partner rang as although her mother uses the phone she would get confused by the advisers attempting to make her stay with them (which they did by the way when we rang).

To cut a long (indian call centre) story short, even though my girlfriend has power of attorney for her mother Orange said they had to speak to her mother to issue the PAC code.

Anyone know the legal position on this? POA is surely exactly that - should I take this up with OFCOM?

Unless an Orange rep would care to comment?

T_T_2

pete_ wrote: »

Ok, to elaborate my partner's mother has alzheimer's and is in a care home and we want to get her off Orange PAYG and on to GiffGaff to save money.

We rang Orange today to ask for PAC code, my partner rang as although her mother uses the phone she would get confused by the advisers attempting to make her stay with them (which they did by the way when we rang).

To cut a long (indian call centre) story short, even though my girlfriend has power of attorney for her mother Orange said they had to speak to her mother to issue the PAC code.

Anyone know the legal position on this? POA is surely exactly that - should I take this up with OFCOM?

Unless an Orange rep would care to comment?

It's one thing to have POA, quite another to prove it. You can't simply call up and tell people that you have power of attorney and expect them to do what you say, otherwise anyone could do the same to your account.

Why don't you contact the orange CS line again and try to find out where a letter can be sent to. If you put this in writing with whatever evidence you have of the POA then you should see better results.

grumbler

How can you prove your POA over a phone? It's easier to ask the mother to make the call, pass through the security and then to ask the adviser to speak to your partner. Otherwise she can call Orange and authorise the named person to have access to her account with some password she chooses.

diamonds

email a POA copy to [EMAIL="executive.office@everythingeverywhere.com"]executive.office@everythingeverywhere.com[/EMAIL] and ask them to add it to account.