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user_6ng0by
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Wednesday, April 30th, 2025 3:03 PM

How to get check for xfinity credit balance, for deceased sister

Our sister passed away a few months ago. The equipment has been returned and account has been closed. How do we receive payment for the credit balance? Thanks

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18 hours ago

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XfinityGabriel

Official Employee

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2.2K Messages

2 days ago

 

user_6ng0by, Hello! Thanks for taking the time to visit XFINITY. I offer my sincerest condolences for the passing of your sister. We’ll do all we can to help you through this difficult time. We’re sorry to hear of your loss. We can certainly assist. To receive a payment for the credit balance, you would have to transfer the ownership of the account to yourself. Here are the steps below. Please let us know if you have any additional questions or concerns.
 
  1. Visit our bereavement support page on xfinity.com here.
  2. Review the steps on the page and click Continue.
  3. Choose Transfer account ownership to me and upload the requested documents.
    • If you don’t have the death certificate, you must upload a valid form of your identification (like your state-issued driver's license, ID card, or U.S. passport) and affidavit (if applicable), then accept the terms and conditions to continue. Without the death certificate, we may reach out to you for more information.
  4. Enter information about the deceased and yourself, then click Continue.
    • Please note some fields are required.
  5. Review all the information you entered to make sure it’s correct, then click Submit.
  6. Read the confirmation message letting you know we’ll be in touch with you when the transfer process is complete, or if there's any additional information we need.

 

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user_6ng0by

Visitor

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2 Messages

@XfinityGabriel​ I appreciate your help, but my understanding is that the account has been closed. When I tried to lookup the account in xfinity the response message

was that no account existed. The billing mail was always sent to our address and we have not seen any check for the credit amount.

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19 hours ago

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XfinityPaula

Official Employee

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1.4K Messages

Thank you for letting us know that mail to address for the account is your address. Again, I'm sorry for the added steps trying to navigate this after losing your sister.

Looking at the process when an account has a credit balance an email could also be sent with a link to claim the refund from Xfinity. In the event that a refund is not claimed through the email a prepaid card is mailed to the address of file. I take it that also have not been received so let's dig into this and figure out what happened. 

Please send us a direct message with your name, and the service address. From there we can help make sure that the refund is processed correctly and sent to the right location. 

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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18 hours ago

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