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'IT'S ABSOLUTELY DEPLORABLE'

Pensioner, 79, slams mobile phone firm Three for ‘hounding’ his Alzheimer’s-suffering wife for just £14.50

Bernard Trotter claims Three repeatedly asked for a signed letter from his wife despite him explaining that would not be possible

A PENSIONER has slammed mobile phone firm Three for "hounding" his Alzheimer's suffering wife for just £14.50.

Bernard Trotter, 79, hit out of the company describing their actions as "absolutely deplorable".

 Bernard Trotter, 79, said he received numerous phone calls from Three
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Bernard Trotter, 79, said he received numerous phone calls from ThreeCredit: SWNS:South West News Service
 Bernard Trotter was hounded by Three after trying to cancel his wife's contract
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Bernard Trotter was hounded by Three after trying to cancel his wife's contractCredit: SWNS:South West News Service

Maureen Trotter, also 79, has been living with Alzheimer's for 12 years. She is unable to speak properly and no longer uses her mobile phone.

Her husband, Bernard Trotter looks after her affairs but, after he closed her bank account he said he was hounded by mobile phone firm Three, chasing up a payment of £14.50.

He claims that then, despite repeatedly explaining his wife would be unable to speak to a member of the Three team, the company refused to cancel her contract.

Mr Trotter said Three demanded Mrs Trotter write and sign a contract cancellation letter herself.

Mr Trotter, from Hull, East Yorkshire, said: "I explained her situation but there was no common sense at all.

"I gave them a letter from the care home but they wanted more - that should have been enough to show them them that I was cancelling her contract for a good reason.

"The person on the end of the phone asked if he could speak to Mrs Trotter and I said, 'I'm sorry but my wife is in a care home' and I explained what was the matter with her.

"He asked for her again and I reiterated that she can't speak because of how she is and how I am now the representative for her affairs because she hasn't got the mental capacity.

"I had three phone calls that week and I asked to speak to the manager in Mumbai. It was an absolute shambles."

 Bernard Trotter, 79, said he was hounded by Three after closing his wife's bank account
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Bernard Trotter, 79, said he was hounded by Three after closing his wife's bank accountCredit: SWNS:South West News Service

A letter was also sent from the Department for Work and Pensions to confirm that Mr Trotter had now been appointed to take control of his wife's affairs.

However, he received a response from customer services saying the only way to cancel the contract would be for his wife to write and sign the letter herself - something she is not capable of.

Mr Trotter said the treatment by Three was "despicable".

He said: "It's like asking a chap in a wheelchair to get out and walk.

"It's absolutely sick in my mind. I can't find the words to describe it - it's absolutely deplorable.

"I am stressed out. I can't get my head around people being so unprofessional. It's do disrespectful to a person who can't help her own situation."

Three have since accepted that a mistake was made and have agreed to clear the balance.

A spokesperson for the company said: "We apologise for the inconvenience caused to Mr and Mrs Trotter. Once we were made fully aware of the situation, we contacted Mr Trotter to cancel the contract at his request, as well as clearing the balance of the account."



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