Cancellation difficulty

[#1]

My widowed aunt has dementia and has come to live with us (Feb this year) she has a PlusNet account but this was set up by her late husband.  We need to cancel the account and stop anymore payments but it's proving expletively difficult.  What's the best option please?

[#2]

Moderators Note

This topic has been moved from Chat to My Account / Billing

[#3]

Thanks for your post @Jo8 and welcome to our Community Forums.

I'm sorry to see your aunt has dementia and is struggling to cancel her account with us having lost her husband.

As long as someone else on her behalf can confirm a few details to pass our data protection checks, we should be able to cancel the account without an issue. Can you drop me a private message with the account username or full address, and a contact number for the best person I can call to speak to about her account?