Bereavement and lack of service

Hey there ​@Mark Cratchley, we’re very sorry to hear about your loss, and apologise it’s not been able to be closed yet. Have you spoken to our live-chat, given them the customer details for your Mother and sent them the death certificate?

What’s the reasoning they’ve given for now closing it yet, or are you just awaiting an update to confirm it’s been closed?

Thanks,

Tyler

I sent all the details with a clear photo of the death certificate. The reply was

“Kindly be advised we would ask that you have the death certificate as the attached is unclear”

I obviously “have” the certificate as I sent a photo of it. A very clear photo of it. Twice now. 
 

This whole process has been the most convoluted, laborious and least compassionate in all of the administration that I have had to deal with since my mum’s passing. I am thoroughly unimpressed with the so called service by ID. 

Hey there ​@Mark Cratchley, sorry to hear that. In that case, we’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link:

https://community.idmobile.co.uk/inbox/overview

Please note, this isn’t an instant messaging service, and we’ll get back to you ASAP. Please contact our live-chat if you require instantaneous responses.

Thanks,

Tyler

Hello, I am having a similar issue and need a resolution very soon or you won’t be receiving any money.

My mother also passed away, so her bill needs to be cancelled. In addition, she is the account holder, I believe, for phone bills for two of her children. Direct debit details need to be changed to enable their service to continue.

Your Live Chat refuses to put me through to an agent. When I provide all the details, it simply says that it cannot chat at this time and to try again later. I have been at this for an hour.

Yes, Paul, the FAQ is obviously where I started. Unfortunately, the FAQ tells you to use the Live Chat, which as my comment shows does not work, or a third-party provider, which is not sufficient to deal with the nuance of my requirements.

As such, I would expect a member of the iD Mobile team to assist here.

As per the FAQ…

If you are unable to access Live Chat please email the death certificate to documents@idmobile.co.uk with the account holder's name and mobile number.

Hi ​@Blank123 

Firstly, please accept our deepest condolences on the loss of your mother. We hope you and your family are doing as well as possible during this difficult time.

In regard to accounts where the account holder has passed away, the account will need to be closed, as we are unable to continue billing in the name of someone who is deceased.

As you mentioned that her two younger children are still using the services, they would need to open new accounts in their own names, as we cannot keep the existing account active.

We can assist with arranging the disconnection. Please reach out to us via Facebook or Instagram by private message, or alternatively send an email to socialqueries@idmobile.co.uk
 with the details of your query, and we will guide you through the next steps.

Michael Z