Visitor
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2 Messages
Bereavement support
Hello,
I am trapped in a bit of a maze here.
My brother passed last month, and he was an Xfinity account holder. His passing was sudden, and I don't have access to his phone, email, financial or really any information.
I do have his death certificate, and I used the Xfinity Bereavement Support Page to submit a ownership/transfer of his account to mine.
The timing is important to me. My mother is 80, lives across the country, and her phone is on his account. I'm worried about it getting shut off.
At the end of the day, I want to transfer her phone to my Xfinity account and then close my brother's account.
I've tried the customer service line once, and can't get passed the automated menu. I tried online chat 4 times now - once I got through to phone transfer people, but that wasn't helpful (I don't have access to his phone for authorization, just my mom's). Another time an agent said she escalated me to the bereavement department, but I haven't heard back, and I'm not sure if it exists.
I don't know what to do and my worry increases with every day.
XfinityAirelle
Official Employee
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3.3K Messages
3 days ago
We are so sorry for your loss. We can only imagine how stressful this is, especially with your mother’s phone service involved and not having access to your brother’s phone, email, or account information.
You did the right thing by submitting the request through the Bereavement Support page and providing the death certificate. Since this involves account ownership, Xfinity Mobile lines, and personal account details, we would need to review this privately and see where the request stands.
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