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Cancelling my wife's mobile contract

My wife hasn't used her mobile for months as she has Alzheimer's. I've tried to cancel her contract on the phone and your representative keeps saying that they must speak to her personally but she is unable to have a normal conversation with Alzheimer's. You keep sending me a bill but I am not paying it until I can get this matter resolved. Please advise me. 

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Re: Cancelling my wife's mobile contract

I sometimes despair of organisations, and it is not just VM, that fail to understand that someone with Alzheimer's disease is not in any position to make or start a phone call about things like this. However we get quite a lot of these issues on the Forum and the VM staff here are very good at finding ways through. I have escalated this to them to deal with quickly. They will. So watch this space.

It may be that they will ask you to go down this route:

https://www.virginmedia.com/help/reporting-critical-illness-for-account-owner

One question. Do you hold a power of attorney for your wife? This would have had to be arranged before she became incapable of dealing with her own affairs.


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Re: Cancelling my wife's mobile contract

Yes. I do have a power of attorney over my wife's affairs.

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Re: Cancelling my wife's mobile contract

Well done. I am sorry to say this, but if you told VM this when you phoned they should have dealt with you. They have procedure for this. So they have let themselves down. They do need to see a copy of the PoA . Have you got one you could send in or copy to e-mail in?

And well done you for having a PoA. Too many people don't.


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Re: Cancelling my wife's mobile contract

Yes I have a copy which I could scan and email in to them. Just need an email address? Thanks 

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Re: Cancelling my wife's mobile contract

Nothing to do at the moment. Just asking in case it is asked for. Just wait now for a response from the VM Team here, in this thread.


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Re: Cancelling my wife's mobile contract

Thanks for your advice. I'll wait on VM now.

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Re: Cancelling my wife's mobile contract

Hello Idavlittle, 

 

Thank you for getting in touch with us via the Community.

 

I am sorry to hear this has not been resolved for you when speaking to the team.

 

I can take a look from our side but will just need to pop you over a private message to grab a few details if that's okay?

The message will show in the purple envelope on the top right of this page. 

 

Speak soon, 

 

 

 

Nat