My mother suffered a stroke in October 2022, leaving her unable to speak or move. I contacted the service in July/August 2023 to explain that I couldn't access her account and provided my email. They informed me that I needed to send a Power of Attorney before they could make any changes. After obtaining that, I emailed from my personal account. As a busy single mother managing a move and caring for my kids and my mum, I didn’t realize that I hadn’t received any notifications about her contract, which was set to be reviewed in July 2024. Consequently, they have been deducting over £75 monthly from her account without her being under contract. When I spoke to them recently, all I received were excuses, and they outright refused to reimburse my mother. The internet service has been terrible. They promised to send a new router, which arrived, but later I received an email stating she would be charged for it.
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