on 12-11-2018 10:41 PM
Please set up a system where you staff can easily see that someone has Power of Attorney over an account.
Please consider some training in scenarios and situations your customer and the person with power of attorney would be in.
For example my Mother who is 86 and has dementia cannot just be brought to the phone to speak to your staff as I am trying to manage her affairs from my own home address. It would take me several telephone calls to the staff at her new retirement home to arrange for a BT telephone to be taken to her room.
When I first contacted Talk Talk to tell you that my mother who has dementia had moved to an old person's home I was assured that you could easily transfer her telephone number of 30 odd years and broadband to her new address. My Mother has always insisted on staying with Talk Talk and I have always supported her decision. I am now wondering if this was a mistake. I cannot understand whether you have cancelled my Mother's number of 30 odd years which all her friends and relatives know or whether you can reinstate it. I will of course be speaking to Ofcom.
on 07-01-2019 11:31 AM