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I look after my uncle who’s 90 years outdated and has just lately been identified with dementia. On 11 March I paid his BT telephone invoice on-line and my financial institution confirmed the cost of £72.87 had reached the account and kind code on the paper invoice.
However I had misquoted his BT account reference by one digit and, though no reminders have been acquired, on 20 April BT disconnected him from making outgoing calls.
I’ve defined what occurred in phone calls and emails to the lacking funds division. I’ve additionally despatched a letter to the corporate, with a replica of the transaction and proof that I’ve an enduring energy of lawyer (LPA).
He has given permission over the telephone quite a few occasions to permit me to take care of his account however I’ve been instructed the LPA have to be registered earlier than BT can communicate to me (I’ll do that as soon as I obtain a licensed copy). I’m loath to pay the invoice a second time with out finding out the place the primary cost has gone.
I’m making an attempt to get my uncle on BT’s protected companies scheme as this may stop something like this taking place once more. He lives alone and is frail. The telephone is his lifeline.
JR, Tunbridge Wells
BT rapidly restored your uncle’s capability to make outgoing calls while you alerted it. However getting it to affix the dots on the lacking cost was a extra painful course of. You made a small mistake that had large penalties. Since we acquired in contact BT has situated the cost and is giving him a £30 credit score to make up for a number of the stress he skilled.
BT says: “Whereas making a web-based invoice cost, the inaccurate account quantity was entered, which precipitated restrictions on outgoing calls as a result of cost was not acquired. We have been made conscious of this and rectified the difficulty on the identical day. We’ve got utilized a gesture of goodwill to apologise for the inconvenience and have registered the shopper with precedence fault restore.”
Readers who’ve a power sickness or are disabled may qualify for this scheme. To search out out name 0800 800 150 and ask for the PHME 87180 kind. There are strict eligibility standards and purposes require a physician or guide’s signature.
You’ve additionally posted off his software for its protected companies scheme for weak individuals.
We welcome letters however can not reply individually. E mail us at [email protected] or write to Client Champions, Cash, the Guardian, 90 York Manner, London N1 9GU. Please embody a daytime telephone quantity. Submission and publication of all letters is topic to our phrases and situations
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