topic account holders with dementia in Account & Billing

account holders with dementia

Helen65 — Sat, 31 Aug 2024 09:09:55 GMT

My step father has dementia and since my mum has died I need to change the account payment method. I have various access log ins but on trying to change the account details, I received error messages. On calling sky I was requested that my step father speak to them to confirm security details ... Clearly this won't be possible and we are left now with the closure of a bank account and no means to activate a new direct debit from my step fathers own account. Can anyone help? Call centre does not understand dementia customers' needs

Re: account holders with dementia

Mark39 — Sat, 31 Aug 2024 09:14:18 GMT

I'd suggest speaking with Sky's Accessibility team https://www.skyaccessibility.sky/

Re: account holders with dementia

GD1 — Sat, 31 Aug 2024 09:16:33 GMT

@Helen65 Unless you have Power of Attorney Sky won't speak to you until the account holder passes security in addition to @Mark39 post have you also registered as POA?

https://www.sky.com/help/articles/third-party-assistance

Re: account holders with dementia

caesarome — Sat, 31 Aug 2024 09:16:44 GMT

@Helen65

What was the error message, was it a restricted message ?