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Jhendry01
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New Poster

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2 Messages

Tuesday, December 29th, 2020 8:00 PM

Closed

Death of my mom

Comcast is the only company/utility to request such nonsense. I called to disconnect my moms service after she passed. As if this isn't trying enough, Comcast continues to bill and continues service. Wont do anything until we send death cert!?!? I could've just called and acted like her with all her info and canceled service, but I didn't. I attempt to do it the correct way, and you make it impossible!! I was only in town for 2 weeks! Death certs are taking 8-10 weeks due to covid. So, now, weve gotten a disconnect notice, bc it won't be paid. Why make it so difficult!? Why not STOP service when told!!!??? No one will be able to return her boxes and such bc you chose to draw this all out. Ill be in a different state now! You were warned she has passed! So ridiculous!!! Everyone else just stopped service!

Question

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Updated 

4 years ago

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CCGina

Official Employee

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800 Messages

4 years ago

I am so sorry to hear about the passing of your mother, I can't imagine how much this hurts. I also sorry that the process has been difficult, we really appreciate you taking the time to reach out to us and for trying to follow the appropriate steps. 

 

If you do not have the certificate, there is the option to fill out an affidavit. I hope this information helps. If not, please click on my handle (ComcastGina) and send a private message so we can look further into this. 

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Jhendry01

New Poster

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2 Messages

4 years ago

NO! The affidavit is for me to resume responsibility and I'm not responsible for her bills!

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DHW58

Frequent Visitor

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5 Messages

4 years ago

I had the same issue and spent 2 weeks getting the runaround.  Finally filed a complaint with the Better Business Bureau and I received a call from Comcast the next day.  This time I was talking to real customer service people who actually wanted to fix my problem.  If that didn't work Plan B was to simply not pay the bill.  Problem should be solved.

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user_9fd362

Visitor

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1 Message

4 years ago

Same thing is happening to me.  I can't even get in touch with a real person.  I took the boxes back to the Xfinity store and they told me there will be early termination fees.  I told her sure send me the bill.  I also told her my mother is DEAD, she won't be paying the bill and neither will I.  This is ridiculous.  She had a car that was still owned by the bank.  I called the bank and they came out and picked up the car.  No death certificate needed.  No run around.  No questions asked.  Just where is the car located.  

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CCMichelle

Problem Solver

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788 Messages

@user_9fd362 I am so very sorry to hear about your loss. I don't know what I would do if I lost my mother. I am also sorry to hear that you had this experience at one of our service centers. We do most certainly have a process to assist you through all of this. The details can be found through this link. https://comca.st/3939a98. I have also posted the steps below for your convenience. I know this is most certainly a difficult time and we want to make this as easy as possible for you. Should you need any further assistance please feel free to reach out through private message at any time. 

 

If you would like to close the account take the following steps:

  1. Visit our bereavement support page on https://comca.st/2QjRfog.
  2. After completing the security check, choose Close the account permanently and upload the documents listed.
    Note: If you do not have the death certificate, you must upload a valid form of your identification (like your state-issued driver's license, ID card, or U.S. passport) and accept the Terms & Conditions to continue.
  3. Enter information about the deceased and yourself and click Continue. Please note that some fields are required.
  4. You’ll be asked when you would like to disconnect services on the account. You have a few options here:
    • If you’d like to disconnect the services as soon as possible, choose Disconnect now.
    • If you’d like the services to continue for a while, choose Select a different date to disconnect, then select a date to disconnect up to 60 days after the current date.
    • To avoid billing for services that have gone unused, you can pre-date the service disconnection by choosing Select a different date to disconnect and selecting a date up to 120 days before the current date.
  5. Once you’ve chosen when to disconnect the services, click Continue.
  6. Next, let us know where to mail the final statement. You can choose an address already associated with the account or enter a new one. When you’re done, click Continue.
  7. Review all the information you entered to make sure it’s correct, then click Submit.
  8. You’ll see a confirmation message, along with information on how to return any equipment

To send a private message: 

Click the Private Message icon
Click the New Message icon
This will give you an empty "To:" line. Type in "Xfinity Support" and then FINALLY select it from the list. 

I no longer work for Comcast.

4 years ago

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