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domenj
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Friday, April 11th, 2025 7:58 PM

Cannot Cancel Deceased Mother’s Account

I have followed the Bereavement process, including uploading her death certificate. I get a screen saying “Success. Document uploaded. Agent will review.” 

every day for the past week I get an email asking me to upload her death certificate. I have done this four times.

Your process is causing added pain on top of losing my Mom.

Question

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Updated 

9 days ago

 • Edited

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XfinityWilliam

Official Employee

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1.2K Messages

9 days ago

domenj

I'm truly sorry for your loss and for the frustration this process has caused. Let's work together to resolve this issue quickly and smoothly. 😊

Steps to Resolve the Bereavement Process Issue

  1. Contact Bereavement Support: Reach out to our dedicated bereavement support team directly. You can call 1-800-XFINITY (1-800-934-6489) and request to speak with someone from the bereavement team .
  2. Provide Documentation: Ensure you have all necessary documents ready, including the death certificate and any other required identification.

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