Visitor
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1 Message
Disconnect service and pay bill of my mother's who passed away
I called in in June to give notice my mother passed away. To shut off service and pay bill in full. I spoke with a male representative conveying my wishes. He asked if I wanted to let service go to the end of the cycle? NO, my mother has passed. Theres no one there. Ok he says. He told me then service was shut off that date and that the final bill was 155. And change. I tried to pay. He said I couldn't the system would have to update. Id have to call back. I called today and was told mom owed 566 dollars WHAT ! I asked for a supervisor. A supervisor named Dwight got on in short explanation said she owed that amount and xfinity never got explicit notice !! ABSOLUTELY YOU DID ! He said they dont have record of me calling in. WELL I HAVE CALL LOG ON MY PHONE I CALLED. ON A SUNDAY AND WAS ON PHONE FOR OVER 16 MIN. ! How can you deny that ! I have a representative of your company tell me WHICH I HAVE RECORD OF THE CALL its shut off , tells me I owe 155 dollars.
XfinityAdrienne
Official Employee
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2.1K Messages
1 hour ago
Hey there, @user_f07gt6! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with getting everything resolved with your mother's account, it certainly is not what we want for our customers. I would be more than happy to look into the details on our end, and provide the updated final balance with you. To gather a few of the personal details of the account, can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
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