Visitor
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1 Message
Power of Attorney — Account Holder Unable to Complete Phone Verification
I need help taking over my sister’s Xfinity account. I am her legally authorized Power of Attorney, and she is unable to participate in a phone call or provide verbal authorization.
I have tried repeatedly to reach Xfinity customer service, but I cannot get through to a human representative. I also tried the Xfinity text-support option, but it requires me to sign in with the account holder’s Xfinity ID.
I need to initiate the appropriate account ownership/account change process for an incapacitated account holder, including her Xfinity Mobile service. I have the legal documentation establishing my authority.
Could an Xfinity Support representative or supervisor please contact me or direct-message me so we can get this process started?
I will provide the account information and documentation through a secure channel rather than posting it publicly.
Thank you.
XfinityJeffB
Official Employee
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603 Messages
2 hours ago
Hello user_z9nlmb, thank you for reaching out here in our Xfinity Community forum. We appreciate your time, and I will do my best to help you and your sister. Primarily, this process is handled by retention(800-266-2278) and/or in a local store.
There is another method we can use, I would send you a link with the information you'll need, and you can of course, reach out with questions or concerns.
Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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