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

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.

If you notify us that a customer has passed away, we’ll place any collection of money owed on hold for 21 days. You’ll need to provide a copy of the customer’s death certificate within this time, otherwise collections will resume. 

Once the evidence is received, the account is disconnected with immediate effect and the direct debit is de-activated. Any balance left on the account, including the termination cost, is not pursued. The handset does not need to be returned. 

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. 

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. 

It’s not possible 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.