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[Help] Cancelling mobile phone plan - help!

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Jovis

Members
Mar 30, 2012
169
My mum has a worsening dementia condition, and recently we had to move her into a care home. I've spent the last few weeks cancelling various things - Sky, council tax, utilities etc - most of which have been simple to do and handled with compassion. The one fly in the ointment has been her pay as you go mobile phone plan with idmobile. She's not even under contract, but cancelling this has proved impossible to do. I have already had to provide them with a copy of my power of attorney, they now want a whole raft of other paperwork including a letter confirming her current medical condition/diagnosis on letter headed paper signed by a doctor or solicitor. All the while this goes on, they keep coming back for their monthly payment of 10 quid, and have now commenced formal debt recovery action for the same. My question is whether this is even legal? None of the other organisations I have dealt with require you to jump through this many hoops in this situation and I'm tempted to just give up trying to cancel and ignore the threatening letters - it's not like they can ruin her credit score. But this seems like an utterly unethical way to do business. Any one else experienced similar and can offer advice? Thanks.
 


bWize

Members
Nov 6, 2007
1,606
My mum has a worsening dementia condition, and recently we had to move her into a care home. I've spent the last few weeks cancelling various things - Sky, council tax, utilities etc - most of which have been simple to do and handled with compassion. The one fly in the ointment has been her pay as you go mobile phone plan with idmobile. She's not even under contract, but cancelling this has proved impossible to do. I have already had to provide them with a copy of my power of attorney, they now want a whole raft of other paperwork including a letter confirming her current medical condition/diagnosis on letter headed paper signed by a doctor or solicitor. All the while this goes on, they keep coming back for their monthly payment of 10 quid, and have now commenced formal debt recovery action for the same. My question is whether this is even legal? None of the other organisations I have dealt with require you to jump through this many hoops in this situation and I'm tempted to just give up trying to cancel and ignore the threatening letters - it's not like they can ruin her credit score. But this seems like an utterly unethical way to do business. Any one else experienced similar and can offer advice? Thanks.

Sorry to hear about your Mother. If it's pay as you go then why are they taking £10 a month? Does she have direct debit or something set up? There is no contract with Pay as You Go and can't see how you are being billed unless your Mother has a Direct debit or pre authed billing set up.
 

KZNSeagull

Members
Nov 26, 2007
17,224
Wolsingham, County Durham
My mum has a worsening dementia condition, and recently we had to move her into a care home. I've spent the last few weeks cancelling various things - Sky, council tax, utilities etc - most of which have been simple to do and handled with compassion. The one fly in the ointment has been her pay as you go mobile phone plan with idmobile. She's not even under contract, but cancelling this has proved impossible to do. I have already had to provide them with a copy of my power of attorney, they now want a whole raft of other paperwork including a letter confirming her current medical condition/diagnosis on letter headed paper signed by a doctor or solicitor. All the while this goes on, they keep coming back for their monthly payment of 10 quid, and have now commenced formal debt recovery action for the same. My question is whether this is even legal? None of the other organisations I have dealt with require you to jump through this many hoops in this situation and I'm tempted to just give up trying to cancel and ignore the threatening letters - it's not like they can ruin her credit score. But this seems like an utterly unethical way to do business. Any one else experienced similar and can offer advice? Thanks.

I have not had any dealings with this company but my wife's solution to most issues is to email directly to the CEO. ID mobile is owned by Currys, so write to their CEO as well.

Edit. But don't rant, just explain the situation and express your disgust at the service received.
 

Icy Gull

Back on the rollercoaster
Jul 5, 2003
68,363
More stress than you need I’m sure.

If you have Power Of Attorney you should be able to speak to the bank and cancel the DD once you have emailed the CEO.

As others have said, it’s a pay as you go and if it’s not being used cancelling the DD is a no brainer?

Did all these paperwork requests happen after you filled in the info on here?

https://www.idmobile.co.uk/help-and-advice/returns-cancellations
 

Jovis

Members
Mar 30, 2012
169
Sorry to hear about your Mother. If it's pay as you go then why are they taking £10 a month? Does she have direct debit or something set up? There is no contract with Pay as You Go and can't see how you are being billed unless your Mother has a Direct debit or pre authed billing set up.

She did have a DD but I cancelled it. So they are not actually taking £10 a month, but they are continuing to ask for it, now through a debt recovery company. The issue lies with the fact I can't cancel the plan because I am not the account holder, even though I have provided evidence of the Power of Attorney.
 

Icy Gull

Back on the rollercoaster
Jul 5, 2003
68,363
She did have a DD but I cancelled it. So they are not actually taking £10 a month, but they are continuing to ask for it, now through a debt recovery company. The issue lies with the fact I can't cancel the plan because I am not the account holder, even though I have provided evidence of the Power of Attorney.

I have never done it but I know people who have named and shamed companies on Social Media, generally on the company’s platforms and things have happened very quickly. One of those with more nous on these things might be able to advise how to do it?

Sounds like they are behaving in a very unsympathetic scummy way
 

South Stand Bonfire

Who lit that match then?
Jan 24, 2009
1,639
Shoreham-a-la-mer
She did have a DD but I cancelled it. So they are not actually taking £10 a month, but they are continuing to ask for it, now through a debt recovery company. The issue lies with the fact I can't cancel the plan because I am not the account holder, even though I have provided evidence of the Power of Attorney.

I suggest you put a complaint in writing ( apologies if you have done so already) , send it by email and registered post, request compensation for the haste they have put you and your Mother through and say if you don’t have resolution within (28?) days you will escalate the complaint to the Ombudsman. They won’t want that as it means it is then noted as a formal complaint against them. Like others have said, if it’s PAYG then you shouldn’t be paying anything, if it’s pay monthly and you are out of contract then you may have to give one months notice , but you may have already done that anyway.
 


South Stand Bonfire

Who lit that match then?
Jan 24, 2009
1,639
Shoreham-a-la-mer
Ps it’s completely irrelevant they requiring to have personal medical details- put that in the complaint too. It you have POA for financial reasons and you have provided them with proof of such, THEY ARE OBLIGED TO ACT UPON YOUR INSTRUCTIONS.
 
Nov 5, 2004
7,973
Telford
Am I missing something?

Just don't pay, then you can't use the phone - there's no contract for you to be in breach of - just stop the payment .....

Pay as you go = don't pay = no go - Shirley?
 

phoenix

Members
May 18, 2009
2,235
She did have a DD but I cancelled it. So they are not actually taking £10 a month, but they are continuing to ask for it, now through a debt recovery company. The issue lies with the fact I can't cancel the plan because I am not the account holder, even though I have provided evidence of the Power of Attorney.

But you are the account holder in effect. As power of attorney, gives you the power to act for your Mother as if you are your mother, That is the whole point of p.o.a .
you are having a really hard time and don't need all this bullying nonsense, Good luck .
 

Audax

Boing boing boing...
Aug 3, 2015
2,307
Uckfield
I believe the hoops they are making you jump through are excessive. How long since you first asked them to close the account? If more than 8 weeks, ask them for a deadlock letter and tell them you're taking it to Ofcom. That will hopefully spark them into sorting it, but if it doesn't Ofcom should have your back.

I'm on holiday this week, but I work for a mobile provider and can check at work next week how best to handle this for you if it's still not sorted. Ping me a PM Monday if needed.

Edit: Ask to see a copy of their vulnerable customer policy (via a complaint if not already raised as such). It sounds to me like they may be in breach. Some light reading here: https://www.ofcom.org.uk/consultati...tegory-2/treating-vulnerable-consumers-fairly
 
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Westdene Seagull

aka Cap'n Carl Firecrotch
Oct 27, 2003
20,109
The arse end of Hangleton
My mum has a worsening dementia condition, and recently we had to move her into a care home. I've spent the last few weeks cancelling various things - Sky, council tax, utilities etc - most of which have been simple to do and handled with compassion. The one fly in the ointment has been her pay as you go mobile phone plan with idmobile. She's not even under contract, but cancelling this has proved impossible to do. I have already had to provide them with a copy of my power of attorney, they now want a whole raft of other paperwork including a letter confirming her current medical condition/diagnosis on letter headed paper signed by a doctor or solicitor. All the while this goes on, they keep coming back for their monthly payment of 10 quid, and have now commenced formal debt recovery action for the same. My question is whether this is even legal? None of the other organisations I have dealt with require you to jump through this many hoops in this situation and I'm tempted to just give up trying to cancel and ignore the threatening letters - it's not like they can ruin her credit score. But this seems like an utterly unethical way to do business. Any one else experienced similar and can offer advice? Thanks.

Ofcom is your friend here. Just file a complaint against them. The bonus is that the company will have to pay a fee regardless of outcome.
 

Jovis

Members
Mar 30, 2012
169
Thanks all for the helpful advice. Threats of involving the ombudsman etc. have 'encouraged' them to drop their requirement to see evidence of my mothers medical history, and they have processed the discontinuation of the plan with immediate effect. Appreciate everyone that took the time and trouble to post.
 


B-right-on

Living the dream
Apr 23, 2015
5,046
Shoreham Beaaaach
Thanks all for the helpful advice. Threats of involving the ombudsman etc. have 'encouraged' them to drop their requirement to see evidence of my mothers medical history, and they have processed the discontinuation of the plan with immediate effect. Appreciate everyone that took the time and trouble to post.

Great news.
 

Brok

Member
Dec 26, 2011
3,386
The Shroppie
Thanks all for the helpful advice. Threats of involving the ombudsman etc. have 'encouraged' them to drop their requirement to see evidence of my mothers medical history, and they have processed the discontinuation of the plan with immediate effect. Appreciate everyone that took the time and trouble to post.

Great result, well done.

Edit... having said that, you shouldn't have been put through all the trouble to start with. Bad company policy.
 
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