DHW58's profile

Frequent Visitor

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5 Messages

Thu, Jan 7, 2021 10:00 PM

Disconnecting Service of Relative in Nursing Facility

I have an Aunt who is incapacitated and who has been moved to a nursing facility.  I need to disconnect her Comcast service.  Apparently, that takes an act of God.  I have her Power of Attorney and have been able to take care of her business with banks, insurance companies, etc., but Comcast is driving me crazy.  When I talk to a human I get bad instructions.  Today I finally thought I had found someone who could help me.  In a few minutes a form arrived in my email - IN SPANISH!  To complicate matters the account is still in my late uncle's name.  No, I do not have a death certificate - he died over 10 years ago.  All I want to do is terminate the account and pay the remaining bill.  My next option is to just send a certified letter to the corporate office and refuse to pay any bills that might be issued.  Is there any hope?  As for Comcast, please don't ask me to jump through any more hoops.  You have already used up more than your fair share of my effort.  Sincerely, a long time VERY FRUSTRATED customer.

Responses

Again

Expert

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25.8K Messages

5 m ago

@DHW58 

Your issue has been escalated to the Comcast Corporate Team available to the Forums.  A member of that team will reply to your post as quickly as they are able, so check back often.
 
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy.

Official Employee

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201 Messages

5 m ago

I'm terribly sorry to hear about all the trouble with this, we definitely don't want to add to the stress of this situation. Please click on my handle (ComcastGina) and send a private message with your name, the account holder's name and service address. You can also use our site to do so, if you would prefer (you mentioned that you do not have the certificate, so instead you will need both a government ID and to complete the affidavit).

 

My apologies for the delay in response here and I hope that your Aunt is doing well in her new care facility, my thoughts are with you and your family. 

DHW58

Frequent Visitor

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5 Messages

5 m ago

At this point the answer is that Comcast wants to make it harder to cancel this account than anything humanly imaginable.  Keep in mind I want to do the right thing and pay off a balance.  At this point, I can follow up with a letter to corporate to prove that I ordered a disconnect.  Apparently the process in these circumstance is for the customer to simply not pay the bill and have the service cut off for non-payment.  Comcast can then come after a 93 year old woman (my aunt) in a nursing facility to pay off a bill in the name of her deceased husband.  Since the account is in the name of my deceased uncle, I'm wondering if they will try to collect from him.  The only good thing is that this makes a great story, liberally sprinkled with the phrase "you can't make this stuff up".  The sad part is the reaction is "of course, it's Comcast".

Again

Expert

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25.8K Messages

5 m ago


@DHW58 wrote:

At this point the answer is that Comcast wants to make it harder to cancel this account than anything humanly imaginable.  Keep in mind I want to do the right thing and pay off a balance.  At this point, I can follow up with a letter to corporate to prove that I ordered a disconnect.  Apparently the process in these circumstance is for the customer to simply not pay the bill and have the service cut off for non-payment.  Comcast can then come after a 93 year old woman (my aunt) in a nursing facility to pay off a bill in the name of her deceased husband.  Since the account is in the name of my deceased uncle, I'm wondering if they will try to collect from him.  The only good thing is that this makes a great story, liberally sprinkled with the phrase "you can't make this stuff up".  The sad part is the reaction is "of course, it's Comcast".


I know that you are frustrated and probably angry regarding the course of action Comcast requires to take care of this.  However, there are reasons why the precautions are in place, the main being someone making changes to a person's account without their authorization.  And yes, it does happen quite often. 

 

Do you have Power of Attorney to take care of your Aunt's financial affairs?

DHW58

Frequent Visitor

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5 Messages

5 m ago

That doesn't explain why no other company has made the process so ridiculous.  I called AT&T and answered a few questions to satisfy the agent (the same type of questions most companies ask) and was able to disconnect service.  It was EASY.  They provided CUSTOMER SERVICE.  So far I've explained the situation over and over and over and get the same questions, such as (I'll paraphrase) "do you have the information you just told me you do not have?" or "can your incapacitated aunt call us to disconnect?".  The irony is that Comcast will eventually disconnect the service once they realize that I will not pay the bill.      

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