Mum's dementia gave Sky £4,000 boost

Mum's dementia gave Sky £4,000 boost

We have recently discovered that, since August 2008, my mother has misunderstood her Sky credit card bill and has been paying it even though she doesn't owe anything. This has resulted in Sky holding £4,000 of her money.

We have written to Sky, enclosing a letter signed by my mother when she was capable of understanding what happened, but Sky has refused to return the money without speaking to her. This is not now possible as she has deteriorated considerably. Sky says it will return the money but only once we have power of attorney. This delay seems excessive and unfair. JG, Tunbridge Wells, Kent

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The Sky credit card shut down in October although Barclaycard, which ran it, is still responsible for ongoing queries. Barclaycard says it fully understands your position but has no authority to release the money – it cannot deal with anyone other than cardholders unless they give express agreement. Apparently the letter she signed was insufficiently precise for them to act. After reviewing your case, and with the knowledge that you have applied for power of attorney, Barclaycard has decided to return your mother's money in a cheque for £4,732. This is a good outcome and will help you start planning your mother's future needs.

■ Email Margaret Dibben at your.problems@observer.co.uk or write to Margaret Dibben, Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU and include a telephone number. Do not enclose SAEs or original documents. Letters are selected for publication and we cannot give personal replies. The newspaper accepts no legal responsibility for advice