account holders with dementia

[Helen65]

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

[Mark39]

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

[GD1]

@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

[caesarome]

@Helen65 

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