Taking Advantage My Vulnerable Elderly Neighbour Then Putting Up Barriers To Me Getting It Sorted Out! I am absolutely livid!!!! (And my blood pressure has just gone through the roof!!!!) The other day I received a call from my elderly neighbour (who is in her 80's, hard of hearing, and suffering from the early stages of dementia). Apparently she had just received a letter from BT to say that she was sorry that she was leaving them, which was promptly followed by numerous pieces of postal correspondence from Virgin media concerning her Broadband (she neither owns a computer or knows how to use one), TV package and Mobile phone. This caused her to become extremely distressed as she is unable to afford these things on her extremely limited income, and doesn't remember signing up for any of them at any time whatsoever. She did however remember that she had called them to enquire about the cost of these items (she gets lonely), but certainly hadn't agreed to take them on (or so she believed). Now admittedly she is elderly and can get confused (especially being hard of hearing), and mistakes can be made. However, that isn't my real issue. My issue is with the appalling levels of obstruction I subsequently encountered whilst attempting to rectify the situation. Whilst the first person I spoke to eventually sorted out the cancellation of the Broadband and TV, I had to be transferred to another department to deal with the Mobile Phone. That is where I first encountered the odious little sh*t who gave his name only as "Mark" (and later subsequently refused to put me through to a manager or provide any further details by which to identify him when asked to do so!) Having explained the situation and having been asked by him to provide for a password to the account, I proceeded to provide the characters he requested from the password previously used. It appears that these were incorrect, and despite requesting alternative methods of clearing security, and having put him on the phone to speak to my neighbour, he still refused to budge! I explained that even if there was an alternative password my elderly neighbour couldn't remember it and that there must be an alternative route to clear security (as every other company I had ever dealt with has when passwords are forgotten). But no he still refused to do anything unless I first provided a password, and then subsequently refused to put me through to a manager when I requested he do so. When I explained that if he didn't do so he would regret it as I would be taking up the fact that Virgin were ripping off vulnerable old ladies, and he was being obstructive, with Richard Branson he just sniggered (a big mistake, as a good friend of mine was a member of the senior management team at Virgin Airways and still keeps in touch with him!). In the end I became so fed up and angry that I hung up. Being self-employed and working from home I certainly couldn't afford to spend any more time at a later date trying to sort this out (having wasted enough time on it already) and so called customer services in an attempt to obtain help. Having then been put through to the Mobile Phone Department once more, I was then dealt with by a very helpful young lady who took me through security, using my neighbour's mother's maiden name (which I always they could do!) and sorted out the issue. Quickly, efficiently and with no problem. I have now made an official complaint against the odious little (skid) Mark that I initially had to dealt with, and await with interest to see how seriously that complaint is dealt with (although I'm not holding my breath!!!!)