A Voice for the Vulnerable: How We Stopped Unfair Charges

One of our elderly clients, a gentleman in his 80s, lives alone with no close family to support him. He faces daily challenges with depression and anxiety—particularly when it comes to change, which can feel overwhelming and isolating.

During one of our regular visits, as we sat down to go through his paperwork together, we were genuinely shocked by what we found. He had been paying £109 per month for a simple landline and internet package. What made this even more concerning was that he had never once used the internet. He had no mobile phone, no computer, and no other device that could provide him with internet access.

Before Enable and Thrive began supporting him, he had bravely tried to resolve the issue on his own, contacting the provider to cancel the service. Instead of helping him, they upgraded his package—an action that not only failed to meet his needs but added to his confusion and distress.

Fortunately, because Enable and Thrive held Power of Attorney for him, we were able to step in and advocate on his behalf. We contacted the provider directly, explained that he was an elderly and vulnerable adult who had no use for the internet, and requested an immediate review of his account.

As a result of our intervention, the company agreed to refund him for six months of overpayment and we were able to reduce his plan to a simple, all-inclusive landline service costing just £25 per month. That’s a saving of over £500 a year—money that means a great deal to someone living on a limited income.

But beyond the financial relief, what mattered most was the look of quiet gratitude on his face. For him, this wasn’t just about money. It was about being seen, understood, and not having to face these challenges alone.

At Enable and Thrive, this is why we do what we do. We don’t just manage tasks—we walk alongside our clients, restoring peace of mind where it’s been lost. And in moments like these, it’s clear: he couldn’t have done this without us—and he shouldn’t have to.