Cancelling Post Office Phoneline

2bFrank

Hi,

I am hoping someone maybe able to offer some advice.

Sadly my grandmother has had to move into a residential care as her partner has recently passed away and we can no longer meet her care needs as her dementia has progressed.

We have given notice on her flat and have moved everything out ready to hand back the keys.

I have cancelled all my nanas utilities without any hinderence but the only company I am having problems with is the post office for her phone line.

I tried to cancel it, but they are asking for power of attorney, which is fair, but unfortunately we do not have, now eon, united utilities, sky and the council have allowed us to cancel the services without the power of attorney due to the circumstances.

The post office are asking for a letter from the residential home to say she now lives there, I've asked this from the residence home a while back but they are just to busy and have not produced one yet.

They won't let me cancel the phoneline until they have this letter because of OFCOM rules, but I have read through all the rules and conditions I can find and cannot find any reference to this, can anyone help in finding out where this rule is in writing, I believe the post office are just being awkward and trying to get more money of my nana.

I have escalated it through the post office process but I would like to be prepared for when they ring back in 5 days. I'm worried as we give the keys back Monday and anyone will be able to use the phone and rack up high bills in my nanas name.

Thanks for your time

teddysmum

Could you print off a letter for them and just ask them to sign ? This should only take seconds of someone's time.

mije1983

teddysmum wrote: »

Could you print off a letter for them and just ask them to sign ? This should only take seconds of someone's time.

This would seem to be the simplest and easiest solution

2bFrank

Thanks for the suggestion, we did think of this, but the home will not sign anything like due to there legal team or something, plus I think it has to be on headed paper or something I remember.

I also have a invoice and a few other bits of paperwork to send them but it seems the post office are insistent on this letter, anything else I can send them.

I don't understand how e.on, united utilities etc can all cancel it but the post office are being difficult.

System

Just push the home to do it and take it to the home manager, if need be.

Another option might be if a social worker is involved - they should be able to confirm events and be acceptable to the Post Office.