A customer from Derbyshire has reported ongoing difficulties in cancelling a mobile phone contract for her deceased mother, highlighting challenges some users face when dealing with service providers in bereavement circumstances.

The contract, originally taken out in 2022 with the network operator Giffgaff, was set up to allow the mother to access her bank account via her mobile device. After the mother’s passing in 2024, the daughter made repeated attempts to terminate the contract through Giffgaff’s bereavement team but was unsuccessful in closing the account. Despite these efforts, monthly charges of £6 continued to be billed.

Giffgaff responded to the complaint by stating it received a cancellation request regarding the account in January 2026. At that time, the company said it asked the customer to confirm her identity as a step to proceed with account closure but did not receive the necessary verification and therefore could not finalize the cancellation. The company has since reached out again to the customer to resolve the matter.

Cases like this underscore the importance of clear and efficient processes for customers contending with account closures following the death of a family member. While service providers often have designated teams to handle bereavement requests, difficulties with documentation, identity verification, and communication can prolong the resolution of such issues.