Closing an account for someone with dementia | iD Mobile Community
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Closing an account for someone with dementia

  • August 25, 2025
  • 1 reply
  • 6 views

Closing an account for someone with dementia. My mother has dementia and can no longer use her phone or email address,  I cannot help her access either of these since she has forgotten all passwords. She is not using the phone,  there are no calls or texts being sent therefore no costs meet. How can I close the account please?

1 reply

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • August 27, 2025

Hey there ​@nataliewoolf, we’re very sorry to hear that. To close the account, we’d need to speak to the account holder directly. We can only help a third party if they have and can prove that they have power of attorney. Therefore, please we’d recommend helping her contact us via our live-chat or via our vulnerable customers phone-line on 0800 049 2376.

 

https://www.idmobile.co.uk/legal/accessibility

 

If you do manage to login or reset the password and login, you can cancel via the iD Mobile app/website also.

 

Thanks,

Tyler