I WONDER if readers face the same hurdles and obstacles that I face when trying to help elderly relatives undertake their business in this electronic age?
My most recent challenge was with HBOS. My aunt, who is of very sound mind in her 10th decade but is frail with hearing issues, wanted to determine what investments she had with HBOS. Paper and ink correspondence was exchanged between my aunt and HBOS, some of which was unsatisfactory. HBOS recognised this and has paid compensation to her. Amongst the letters she received was one where “I have enclosed prepaid envelope for your convenience” was quoted to enable return correspondence to be accurately directed. Unfortunately no prepaid envelope was included and so she did not know the address for a reply.
As a dutiful nephew I said I would phone to get it sent. I phoned HBOS went through a security check providing all the information required and explained my aunt’s dilemma. I was asked if I had authority to act on my aunt’s behalf (based on what is in HBOS files) and I said no, but she only wants the envelope sent. The representative asked for my number and for me to hold on, to come back and tell me that her coach had said that for data protection reasons they could not send out the envelope to my aunt. I repeated I did not seek any information but my aunt wanted the envelope as she did not know the address for reply. But no the envelope could not be sent for data protection reasons, but it seems it was acceptable to give me the address over the phone. It is so Kafkaesque, or is it Catch-22?
Inquiries about sending what should have been sent are treated in the same way in enquiring about the details of a person’s account. This is not data protection, it is protection of someone’s back and only harms the customer. If she could phone she would, but a combination of customer service representative mumbling or speaking too quickly and her failing hearing makes it impossible.
There will be those who might wonder why not use powers of attorney (POA). But I’ve tried that with ScottishPower, at their request, for my aunt and mother (also in her 10th decade) only to find out that despite providing these, they do not consider POA to have legal primacy. They wish additional authorities to prove that I have authority to make inquiries about what I consider to be the exorbitant tariffs my elderly aunt and mother pay.
With an elderly population that is ever increasing there must be more of us supporting elderly relatives in an electronic age where their frailties are exacerbated and which is our responsibility to try to overcome. I only wish organisations would apply more empathy, common sense and understanding and perhaps understand the law. Now where is that jobsworth employment agency?
David Reid,
10 Greenlaw Drive, Paisley.
DESPITE being registered with the Telephone Preference Service (TPS) I have been receiving up to four international cold calls per day for the last four months regarding free replacement heating boilers.
On following up to establish the perpetrators I could establish only that it was an 0141 number – that means a Glasgow call centre.
Over the past few years I have often had the same problem and always from a Glasgow centre.
Recently another Glasgow call centre with 300 jobs was announced. Does this mean even more nuisance calls? Is Glasgow trying to become the Call Centre Scam capital of Great Britain?
I think we should be told.
Kenneth Gardiner,
Cearnduil, Taynuilt, Argyll.
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