Anyone on Vodaphone? Can't cancel.

[Fizzink38]

I got my Mum a phone 2 years ago. Got it in my name, stupidly, but for her to use as she was getting a little muddled sometimes and very daunted by the process.
We lost her 2 months ago. I went into the store, but they said they couldn't do anything as the phone was in my name and told me to ring them. I rang, they reiterated that they couldn't do anything, but luckily the contract was ending this month, so I waited. It's an expensive contract because Mum didn't have Wifi but they couldn't reduce the bill without me signing up to another contract.
Now I can't get through to the cancellation department. Every time I ring I work through the automated phone system to be told they are having 'technical difficulties'. Of course, these difficulties haven't stopped them bombarding me with emails about upgrades etc for the past 2 months.
Anyone had similar issues? Is this a one off and I just need to keep trying? Can't help thinking that if I said I did want to upgrade the account they'd be on the phone double quick.

Know a few things about this. Is it airtime or a handset loan or both? The handset, you will need to pay for as you owe the money regardless of the end user and contract in your name. You could always sell the handset.

The airtime/calls element/landline (if its a landline), depending on how long the initial term is, you will be able to cancel once the initial term is up. If the intitial contract is still running there may be a termination charge.

I am so sorry for the loss of your mum and this adds stress onto an already hard time but they will not cancel it without charging the fee if its due.

Whatever you do, do not stop paying. That will end up worst of all as they can and do use collection agencies, and credit file reporting.

You should be able to cancel through the app or writing if you're out of airtime contract. The store/app will be able to tell you what's left on it.

Thank you so much! Although I'm not sure I understood all that so I hope you don't mind some (stupid) questions.
It's a mobile, nothing owing on it, I don't think. They did offer to let me cancel early but the fee was eye-watering and just as much as continuing to pay the direct debit for the two months. They told me I'd be able to cancel this month.
The recorded message when I try to get through to cancellations says the technical issues also apply to the app and website - I still tried it but no good.
How do I cancel in writing?

I wouldn't know the exact address to write to, but if you google Vodafone cancellation address and send recorded delivery, they should get it.

You could also contact complaints/general customer services and tell them about what has happened and they will be able to help you more too.

To reiterate, if it is the handset loan you will be best paying that and letting it run.

If it is airtime/SIM/calls/landline and there is no termination fee - you will be able to write/use app/call.

Its all quite conplicated so don't worry. I hope you get it sorted soon and remember don't cancel your direct debit until they send some sort of confirmation and tell you they are cancelling. The contracts run 30 days in arrears so there may be one final payment.