Hi niggel85, Yes I've had very similar experiences- they managed to get my father who is a frail 87 yo to sign up with them around the same time as your mother-in-law. He didn't set up the direct debits so they barred outgoing calls. He uses the phone for emergency use as part of a "panic button" emergency service. I contacted the said company and explained the circumstances but they were completely unsympathetic and would only repeatedly insist they needed the account paying. We then attempted to get BT to take over the line. CT cancelled 3 attempts by BT to transfer it. I said I wanted to cancel the account and they said that would cost £250+. I am in the process of complaining/action against them. In the meantime I have had to set up a brand new line with BT so my father has his emergency service. I have reported them to OFCOM. Have you made any progress ?