Vicious Circle of Billing Vulnerable Adult

maclad1974

Looking for advice as I'm banging my head against a brick wall. 

My mum has a mobile contract with Vodafone which started on the 18th July 2019 and rolls over each year.

My mum doesn't use the phone and hasn't for sometime due to being incapable of even switching the phone on theses days. She has undiagnosed dementia and barely leaves the house. 
 
She has had emails threatening to take her to debt collection agencies as the account accumulates £18 each month. 
I have settled her balance and advised that my mother is vulnerable but as I don't have Power of Attorney or any medical documentation (I live 600 miles away) I cannot close her account. POA will take months to achieve. 

The account incurred a further £18 charge, two days after I'd cleared the debt and Vodafone have advised that they will continue to bill each month. So Vodafone can bend the rules to take money from me and yet not recognise my mothers situation.

This is a vicious circle which I'm unable to stop. I've spoken to various teams at Vodafone and they are now telling me to poke off. I've asked if they could perhaps put her on pay-as-you-go while I try and get the paperwork sorted and they aren't interested. I know GDPR is a !!!!!!, however taking money on an account that's not been used in months/possibly over a year, while being notified that the account holder is unable to use it, seems unethical. 

Any advice would be appreciated.

[Deleted User]

Use the text to switch service. Then move the number to a one month contract somewhere and close the account.

You won't be able to achieve PoA at this point, from what you describe.

eDicky

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/switching/switching-mobile-phone-provider

Order a free PAYG SIM from a different network online, switch to it by using PAC or STAC. There may be no need for any initial top-up, the new service can be abandoned or kept.

Phone contacts do not 'roll over each year' - if it's a two year contract there's not much early termination fee to pay now.

getmore4less

Free three data reward sim 200mb a month free, no need to top up and keep it for yourself.

Handy to pick up any call/text that may be from lost contacts that know the number.