Mum in Care Home - phone and sim destroyed - I pay but no access to account - how to cancel

[Suetonius]

96 year old Mum in Care Home 75 miles away and no access for two years until a few weeks ago.  Mobile and SIM set up years ago but recently failed (I suspect it had been dropped in coffee or something worse).  Set her up with new phone and SIM on another company.  I have paid monthly by DD, know O2 account number but never set up MY O2.  Have cancelled DD but O2 wants payment. Been on phone for hours but no help - I cannot remember anything about phone or contract (it was just after my father's death and as mother went into a home and I moved away).  All I want to do is cancel contract for a SIM that no longer exists.

[MI5 · Accepted solution]

@Suetonius 

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this
Thanks

[Suetonius]

MI% - Thanks for suggestion - will follow up

[Suetonius]

oops - MI5!