Plusnet account holder policy when incapacitated

[#1]

This isn't a Plusnet issue, but a BT issue and, although not fully embraced in BT culture, there may be some common procedures.

My mother in law has had a stroke and has been in hospital 4 weeks now. My wife has found her BT bill which is around £80pm for broadband and phone, what a rip off!! My mother in law is incapacitated, will not be going home for probably several months and really needs to cut her outgoings. Unfortunately, not POA is in place and my Wife isn't a named person on her Mum's account. My wife tried ringing BT today to find out what procedures they have in place for instances like this and was basically told to suck it up and there was nothing anyone could do.

I realise data protection and all that claptrap is the issue, but surely there must be a specialist department somewhere to deal with this sort of thing? The other option is to stop paying and be cut off, but that will affect her if she ever returns home. 

Any input from PN reps on how that would work here would be appreciated please.

Thanks

Mark

[#2]

It isn't data protection legislation that is throwing spanners. The law (not data protection 'claptrap') is currently assuming that your mother-in-law is compos mentis and is capable of controlling her own affairs. That is how it is.

Unfortunately the only way past this is via the courts/legal system.

[#3]

Seems we will have to stop paying money into her account for bills then, when the money runs out it will be cut off. Seems a pretty pants system when there is nothing quicker than the prolonged and dragged out court process.

[#4]

Getting a LPOA into place for an elderly relative is the path (depending on how much you trust your children). My missus has one (done by our offspring). I definitely need one (given the results of a recent CT scan). It is often awkward discussing these things, though.

Have you considered/thought about other things like Council tax, other utilities, etc?

[#5]

@Marksfish 

Take a read of BT complaints procedure  there is a email and postal address

Hope it helps

[#6]

Thanks, i've dropped them an email, let's see what happens 👍

Mark

[#7]

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@grumble wrote:

Getting a LPOA into place for an elderly relative is the path (depending on how much you trust your children). My missus has one (done by our offspring). I definitely need one (given the results of a recent CT scan). It is often awkward discussing these things, though.

Have you considered/thought about other things like Council tax, other utilities, etc?

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12- 15 weeks to register the LPA apparently, far too long. Council tax still has to be paid, electric isn't so much of a problem as it is on a usage basis, so only standing charge. Wife has access to the bank account, so if push comes to shove, BT direct debit could be cancelled.

[#8]

That's a bit more encouraging in your situation.

"far too long"

I feel for you.

[#9]

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@Marksfish wrote:

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Council tax still has to be paid, 

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There is an reduction to council tax available for cases where the resident is in a hospital or care home for an extended period - check with the local authority's Council Tax department for how to apply for this. From experience it can take weeks to be processed by the council, but everything should be backdated so it all works out in the end.

[#10]

That's good to know, thank you.

Mark

[#11]

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@Marksfish wrote:

... Wife has access to the bank account, so if push comes to shove, BT direct debit could be cancelled

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Not a good idea unless you want to get into an argument with a Debt Collection Agency with right on their side!

[#12]

I realise the implications, but she is out of contract, so all they can do really is disconnect her for non payment.

[#13]

12- 15 weeks to register the LPA apparently, far too long.

and  a LPA can only be registered by a donor who has mental capacity.

In this case you would probably need to apply to be a Deputy https://www.gov.uk/become-deputy 

How long that would take , I have no idea, but its not going to be quick...

[#14]

The hospital doctors will sign the form to say the she has the mental capacity to understand what is being asked of her. We made sure of that before forking out the £85ea (up front) for financial and wellbeing POA's!!

[#15 · Accepted solution]

@Marksfish as she is out of contract just transfer her number over to VOIP. This will terminate her contract and at least give you the option of her having her number if and when she is ever able to use it. Plus it would allow you to maintain her calls and allow people to be notified.