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F.A.Q.

How do I close an iD Mobile account on behalf of someone else?


iD Mobile
iD Mobile Employee

Here you can find out everything you need to know about how to cancel an account on behalf of someone else following significant life events:

 

The account holder has passed away.

 

If you’re a relative or friend of someone who has recently passed away, we’re very sorry for your loss. It’s a difficult time, and your loved one’s phone network shouldn’t add to that. We want to make the process for closing their phone plan and disconnecting the line as hassle free as possible. Here’s what you need to do:

 

 

The account holder has been deployed for military service.

 

When you let us know that a customer has been deployed for military service, collection of any money owed will be placed on hold for 21 days. You’ll have those 21 days to provide evidence that the customer has been deployed overseas. If you fail to provide evidence in this time, collections will restart. The types of evidence we’ll accept are:

  • An Armed Forces contract suspension form from their unit Welfare Officer.

  • An official Ministry of Defence letter (on headed paper) in relation to the tour of duty.

For customers that have been deployed on an Armed Service Tour of 6 months or less, we can raise a credit for their monthly recurring charges for the duration of the tour. The customer will remain liable for any out-of-bundle charges incurred during this period.

 

The account holder has been imprisoned.

 

When you notify us that a customer has been imprisoned, we won’t pursue any money owed for 21 days. Within this time, you will need to provide evidence of the customer’s imprisonment. If we haven’t received evidence within the 21 days, we’ll resume collections on the account. We accept the following types of evidence:

  • A covering letter (on headed paper) from the prison.

  • A covering letter (on headed paper) from the solicitor.

  • Correspondence from the Police or Court of Justice, including official confirmation of the customer’s sentence or that they’re on remand awaiting trial.

For a sentence of less than 3 months, we’ll hold all debt collection activities until the customer has been released. For a sentence of more than 3 months, or for a length of time greater than remaining contract period, the account will be disconnected with immediate effect. Any balance against the account will be pursued when the customer has been released.

For a sentence of 6 years or more, we’ll not pursue the debt after release. This complies with the Statute of Limitations Act, which does not allow debtors to pursue a debt that is more than 6 years old.

 

Please note: It’s not possible to keep the account open and transfer it to someone else’s name, or to request a PAC code to keep the phone number. If the account was being used by someone other than the deceased, it may be possible to issue a PAC; we’ll evaluate this on a case-by-case basis.

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