Account owner passed away

Hello,

I am trying to finalize my own standalone Xfinity Mobile line and device following the passing of my mother, whose account my phone and smartwatch lines were previously on.

When her residential cable and internet account was closed for bereavement, Xfinity already received and processed her death certificate online (and zeroed out the residential balance). However, it appears the Xfinity Mobile side was never properly closed out or linked to that bereavement submission. As a result, the mobile account continued billing and accrued a large past-due balance, which is now blocking my phone and impacting my active watch line (which still has payments remaining).

On top of that, I was already approved for my own standalone Xfinity Mobile line and device back at the end of August, though I held off on completing the order at the time while I was still figuring things out. Yesterday, I went online and ordered Xfinity Internet specifically so I could qualify for the mobile promotion. The internet order went through without any issues—the gateway box already shipped and arrived today—but when I went to complete the phone side of the order, the system would not allow me to proceed.

Can an official Xfinity support specialist please send me a Direct Message so we can reference the death certificate already on file from the residential account, properly apply the bereavement adjustment to the Xfinity Mobile side, and help me complete the phone portion of my order?

Thank you!