Hi all, I’m posting on behalf of my mum because she’s not great with phone calls at the moment. She’s in recovery after a hospital stay and has been getting stressed about the Nexora bills and letters. Is there a way to note the account so staff know to speak slowly and maybe not push upgrades? We’re not looking for anything special, just a bit of patience and maybe paper bills if needed. I can help if someone tells me what to do, but I don’t want to make a mess of it.
Hi Elaine, sorry to hear your mum is having a rough time. We can add a vulnerability note to the account to help make contact a bit easier and to flag that she may need extra time and simpler explanations. We can also look at paper billing options if that would help. If you’re not an authorised contact already, your mum would need to confirm she’s happy for you to speak on her behalf. If calling is difficult, I can outline the steps here and we can keep it as simple as possible.
Just to say, I’ve had a similar note added before and it did help. They didn’t keep asking me to bundle stuff I didn’t need, which was a relief. Might be worth checking whether they can also note a preferred time to contact, if that’s useful.
That’s right, Tom. We can usually note preferred contact times too, as long as the account holder agrees. Elaine, if your mum finds forms easier than phone calls, we can also look at alternative ways to manage support requests. If you want, reply with whether she’d prefer post, text, or online chat and I’ll point you to the right option.
Thanks both, that’s really helpful. I didn’t realise we could ask for preferred contact times as well. I’ll speak to my mum later and see if she’s happy for me to help with it. Paper bills would probably be the best start.
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