Just an update and final post on this subject: 2 weeks ago, I got round to writing a letter to the phone company outlining what had happened and why this had caused me problems. I also sent a copy of the POA to the address in nitram's link. The outcome was:
- The POA was returned to me with just a compliment slip at the end of last week.
- They phoned Mum's number on Monday, (after I'd told them in the letter about her Alzheimer's and the anxiety this sort of thing causes her!). Luckily, it was while I was there and Mum was at her Day Centre so I was able to deal with it in peace!
- They confirmed the POA has been recorded and all future letters/calls will come to me.
- They'll refund the £2 paid for the duplicate bill I did not want.
- They can't waive the charge for paper bills but will apply a discount each month instead.
- I didn't go into the call charges but explained that all I'd wanted to do was check that there was nothing wrong with Mum's phone/alarm and that she was safe and well, (i.e. not being scammed).
- In my letter, I also suggested that their call centre staff need more training so that customers get the correct information from the start rather than having to make numerous calls.