Contract Cancellation problem

[24rhg]

Hi, not sure if this is the right place.  I am trying to assist an elderly gentleman (in his mid 80s) who wishes to cancel the contract on his wifes phone. She passed away earlier in the year. Unfortunately he was given wrong advice and stopped the DD payments before the Contract was cancelled.

He started to receive late payment letters and he, and myself, made many many calls to Customer Services without being able to get a straightforward response. I eventually got through to someone who I thought understood the question, I paid the outstanding amount mentioned  and hoped that was that. He has received another payment demand and is extremely distressed about the whole thing, particulary the mention of Bailiffs.

All he wants is for someone to say plainly that his contract is cancelled and account is clear.

Is there any way to get this for him?

If anyone can assist we would be extremely grateful.

[Oxonian]

@24rhg 

I suggest that you review :-

Bereavement | Account and Billing | Help & Support | O2

https://www.o2.co.uk/help/account-and-billing/bereavement

If you have further queries having read that page, please let us know. 

[24rhg]

Hi, Its is not the account holder who passed away (I suppose the mention of his wife was a bit of a red herring, sorry) but just an elderly gentleman trying to cancel a contract and clear his account. We must have phoned every available Help number.   All he wants is something in writing to ease his worry, ie confirmation of a cleared and closed account.  Is that an impossible ask?

[Oxonian]

@24rhg 

No problem, this should help :-

Guide: Cancelling Your Contract 

[Bambino · Accepted solution]

@24rhg Throwing out misleading information isn't helpful.

If you haven't done so already, speak to the Payment Management Team on 0800 902 0217.

The opening times are:

Monday to Friday – 8am to 8pm

Saturday – 8am to 6pm
Sunday – 9am to 6pm

https://www.o2.co.uk/help/account-and-billing/payment-support