Visitor
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1 Message
Predatory Billing_Revised services not implemented_Parent is since deceased
I am beyond disappointed and frustrated with the predatory billing practices Xfinity exhibits. My mother passed away 11/03/2025. She has cable and internet service currently with Xfinity. I have contacted Customer Service three times to cancel the cable service and maintain the internet service. I have returned the cable equipment as requested. I have the modem because of the security system at the residence. Xfinity is not allowing me to make this change without transferring the service into my name. I do not want to assume this responsibility, but do not want to continue to pay for a service that should have been cancelled when I called the first time on 10/6/2025 and returned the equipment on 10/25/25 when the customer was still alive. What steps need to happen or what words do I need to state for this request to be processed?
I see others struggle with this process too without much success in dealing with Xfinity. Please advise.
XfinityAldrik
Official Employee
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2.3K Messages
3 minutes ago
Thank you for reaching out to us @user_ead! Our deepest sympathies to you and your family. For security purposes, we are unable to alter a portion of the services on the account when the account holder has passed away. The services can be disconnected or transferred to another individual’s name if they want to maintain all or some of the services on the account.
We regret to hear the request to disconnect the cable services had not been previously honored. Could you please send our team a direct message with your full name, your mother’s full name, and full address? To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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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