I have an activated POA for my mum who has alzheimers. Halifax were really great and I managed to get access to the finances pretty quickly. However, everything else is proving really tricky.
Her British Gas bill has trebled but we have no paper bills or anything which shows their usage. They have an old email address on their records which she no longer has access to (google email are pretty much locked down if you can't remember your password or any of the security question answers.) Because of this and the fact that my mum couldn't answer their offshore call centre questions they refused to deal with us. I have tried sending in the POA by post the complaints team but still no access.
Virgin Media pretty much the same thing. Their TV packages is costing £150 per month and they only watch free channels and again, they are refusing access to anything because mum cannot answer questions from when she set up the account ten years ago. Again they are refusing to even discuss the POA unless Mum can answer those questions.
I have no idea where to go next with these companies. I am submitted complaints to both of them in writing but nothing seems to happen. In the meantime my parents are financially in a difficult position due to the proportion of their pension these payments represent. They only have state pension plus a tiny amount of private pension to live on. Where can I go to to get help?
Her British Gas bill has trebled but we have no paper bills or anything which shows their usage. They have an old email address on their records which she no longer has access to (google email are pretty much locked down if you can't remember your password or any of the security question answers.) Because of this and the fact that my mum couldn't answer their offshore call centre questions they refused to deal with us. I have tried sending in the POA by post the complaints team but still no access.
Virgin Media pretty much the same thing. Their TV packages is costing £150 per month and they only watch free channels and again, they are refusing access to anything because mum cannot answer questions from when she set up the account ten years ago. Again they are refusing to even discuss the POA unless Mum can answer those questions.
I have no idea where to go next with these companies. I am submitted complaints to both of them in writing but nothing seems to happen. In the meantime my parents are financially in a difficult position due to the proportion of their pension these payments represent. They only have state pension plus a tiny amount of private pension to live on. Where can I go to to get help?