Hi there Hugh,
I agree with you on this. This should not be happening and it is a case of fraud.
We would investigate a potentially fraudulent transaction by seeing if it was the account holder who has made the payment or not. If we can see that the payment was not initiated by the account holder, we would not have the ability to refund this payment back to the customers account.
I realise that your mother was advised by a member of staff in BT to send this payment and you have done the correct thing by contacting BT directly in order to report the matter to them. They should be able to investigate this further on your behalf and advise you what can be done in order to try and get your money back.
You could also consider contacting your local police in order to determine if there is anything that they can do to assist you further with this.
I hope this information helps.
David.
... View more
