I have POA over my mother's affairs which you have acknowledged and I have sent this to you to cancel my mothers account. You have now asked for the return of the Tivo box which I can not find. I understand that there is a cost of £80 if this can not be returned to you. I have just spent 20 minutes on your 'helpline' trying to find out how to pay, only to be told that as I can't verify a password that I've never had I can't proceed. Can you please let me know what the next steps are regarding payment, which do not involve making calls to yourselves.