Visitor
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2 Messages
Need to resolve a bill for a deceased person
Hello,
My mother passed away August 31, 2024. We canceled her service with xfinity only to find that she is still being billed. I'm not sure how to proceed because the 1-800 number keeps asking me for the zip code or phone number associated with the account, and when I provide it to them, the bot says it doesn't recognize the account. We don't want to pay a bill for something that's been canceled. Other companies we have worked with in regard to our mother's passing have made this very simple and zeroed out any accounts. We don't mind paying for August, but we have also been billed for other things. Please advise on what we are supposed to do.
XfinityRay
Official Employee
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2.8K Messages
5 months ago
Hi there, @user_58a1a3. Our condolences to you and your family with the loss of your mom! We are happy to find out what is going on and get this corrected. I see that you already sent us a Direct Message so I will continue there.
Please also note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. After creating a public post, and a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. Please keep that in mind for the future.
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user_58a1a3
Visitor
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2 Messages
5 months ago
This has now been fully resolved thanks to a very helpful xfinity team member. For anyone reading this, your best option in getting the help of a live, helpful person is to contact xfinity by text through the direct message option found on your account page. Also, make the effort to be kind. You will get far more help if you aren't berating someone who is just trying to do their job. They don't make the company rules, they are just trying to provide assistance.
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