Unable to cancel Lebara contract

useles_swith_money

Does anyone in the Forum have advice for me about how to cancel my now deceased husband's monthly sim only contract with Lebara?
I started to email Lebara on 29th July 2022 to request the cancellation when my husband was receiving palliative care. I have since received various emails, non of which have been helpful. The latest one asking for 'the letter of the deceased', what ever that means. 
The payment for the contract is a direct payment from our bank account not a direct debit, sadly we should have read the small print as we had wrongly assumed it was a direct debit. 
Distressingly they sent an email to his email account today advertising an extra 3GB of data 'to keep you connected with loved ones'. 
Thank you 

d123

Do you have his log in details for Lebara? 

It's as simple as turning off "auto-renew" on the dashboard there.

useles_swith_money

Thank you I'll try your advice

d123

useles_swith_money said:

Thank you I'll try your advice

This is the button you're looking, simply switch it to off. 

useles_swith_money

Thank you for your advice. I just tried to log in using hubby's details but the site won't let me. 

grumbler

useles_swith_money said:

 the site won't let me. 

What exactly does this mean?

If you have access to his phone or e-mail account you can try resetting the password.

useles_swith_money

the login page did not  recognise email address and password.

grumbler

I think it's either, not both. With the e-mail address that they recognise they should allow you resetting the password.

useles_swith_money

Problem now resolved. I put a one star review on 'Trustpilot' with brief history of the problem. I received a quick reply from the company on the site, and after sending copies of all the emails I sent and had received. I was contacted by phone to tell me the account had been cancelled and the latest payment refunded.

macman

For anyone else in the same sad predicament, I think the appallingly phrased 'letter of the deceased' simply means a copy of the death certificate.

Jon_01

macman said:

For anyone else in the same sad predicament, I think the appallingly phrased 'letter of the deceased' simply means a copy of the death certificate.

Just to add to that. Most companies will only except a certified copy of the Death Certificate.  They normally ask you how many you want when they issue it.   It's a good idea to get 3 or 4 of them to save waiting for each company to send it back after they've seen it.