The world has now divided into two. Those who understand, and those who dont. I dont have much moral high ground here as until my dad became terminally ill four years ago, I did not understand. Now I am ready to volunteer for some task force aimed at ensuring banking and utilities are old people friendly. Forget the idea of computer training. No help if you cant manage a TV remote.
With utilities, you can get some amazingly helpful people, like the Scottish BT girl whose nan was at about the same stage. Sometimes it appeared cultural. I had amazing support from a lovely British based West African guy who was clearly shocked that my mum had been living without heating, and that one of his colleagues had sold her some top of the range boiler which had the most complex set of instructions ever. This was needed as I was exhausted, camping in a chaotic flat in sub-zero temperatures. Ditto a couple of Asian bank managers who bent over backwards to sort things out telling me I was right to be looking after my mum. NatWest were lovely both my mums branch and the branch nearest me, with duty managers sharing their family experiences. Others less so.
(My mum was the ultimate carpet bagger with Building Society accounts everywhere, some now swallowed up by banks. I have a cardboard box of old passbooks and cheque books.)
Where I could on pensions, banking, insurance and utilities, I typed up letters and got my mum to sign. Self Certifying copies of the POA document takes ages, even if I wrote the text and she just signed each page. Having a solicitor do would cost a lot. Hence easier to take the original into bank branches, and no incentive to send a copy off simply to have a conversation with a utility call centre. Overseas ones were worst with the person on the other end of the line simply sticking to the script unwilling to consider context. (TalkTalk was the worst.) In the end I simply pretended to be my mum.
WBN. Again mean, but when my mother tried to change her mind on something important, I more or less told her the discussion was over. She had agreed and it was too late to change her mind. This inevitably caused upset, though she could accept I was telling the truth. Now though she is where she needs to be, and things are calmer. I provided her with a briefing note (which she read quite a lot till she lost it) which explained what was happening, eg to her car, to her old flat, medically, etc, and why we had come to the various decisions. I have now also given her, and me a bit of a break, which I think will help repair the relationship. Having her in the right place means that low-level anxiety has gone. It also means that she is no longer struggling to keep on top of things. I think this was really stressful for her.
(Sorry again it is really long. I am still processing a very intense few months.)