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

Brother in Law Has Dementia we are trying to end contract.hasnt used the phone for 2 years. He has been non  verbal for 18 months .never had internet eventually contact customer services, at least 4 times start speaking to customer service the line went dead  5th time.now spoken to  customer service were told we were required proof of dementia, doctors note etc.(Power of attorney) cancelled standing order now received Final demand Notice 20/12/2025 letter date 9/12/2025 Must one of the worst providers about.owned by the Currys Group Limited wont be shopping there no more.

Hi ​@K.Power 

I’m sorry to hear this and that you feel you haven’t received the assistance you were expecting regarding this matter.

To close an account where the account holder is unable to contact us directly and a third party is speaking on their behalf, we do require documentation—specifically a power of attorney—which legally confirms that the person acting has the right to make decisions on behalf of the customer.

I apologize if this comes across as unhelpful, but this is the required process for situations such as yours.

If you have access to the app or are able to log in to our web version ( https://my.idmobile.co.uk/login ) you can cancel the account, there.

-Michael Z

Helpfully link got to the end to no avail , dealing with a loved one with a terminal condition is bad enough, without , opening his door and finding Final demand Notice , Contacted National Newspaper with above issues had confirmation of E/Mail Also raising this issue with Local MP ,Demential UK Etc Disheartened and dispondent

My wife who has power of attorney contacted customer services and was speaking to customer services and was put on hold for approx 15/20 min so she put the phone down. We will first try the link again, then the phone number provided

Hi ​@K.Power 

Thank you for the information provided, and I’m sorry that you haven’t received any assistance regarding this matter so far.

I would suggest that your wife, who holds the power of attorney, contacts us by emailing socialqueries@idmobile.co.uk
 with the details of the query. This will allow her to send us the power of attorney documentation via email, so we can assist and resolve the matter more quickly for you.

-Michael

Thank you for the information will try this hopefully fix this issue.

Hi ​@K.Power ,

I agree with ​@Michael Z The customer should have the person holding power of attorney then email socialqueries@idmobile.co.uk
 with the relevant documentation. This will allow ID Mobile to verify the power of attorney and assist with ending the contract for their brother-in-law.

Lamiya