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user_rj0sng
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Thursday, August 6th, 2026 2:37 PM

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I am reaching out as the Durable Power of Attorney for my mother, [Edited: "Personal Information"] She has been diagnosed with Alzheimer’s Disease and is unable to manage her financial decisions.

There are past‑due balances and service changes that I believe were made under the influence of individuals living in her home. I need to suspend her cable services immediately to prevent further charges and request a review of any recent account changes.

I can provide her POA documentation. Please tell me where to upload it so I can be authorized to manage her account. Really need to speak to some one.  My name is [Edited: "Personal Information"] and I'm the Durable Power of Attorney and my phone number is [Edited: "Personal Information"]

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26 minutes ago

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XfinityChristy

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26 minutes ago

user_rj0sng Hi there, and thank you for reaching out. I'm very sorry to hear about your mother's diagnosis and the difficult situation your family is facing. I can certainly understand your concern about protecting her account and preventing any additional charges. To help with this, we'll need to work with you directly and review the Power of Attorney documentation before discussing or making changes to the account. Please send us a private message with your full name and your mother's service address, so we can begin the process and provide the appropriate next steps for submitting the POA documents.

 

Once we receive your message, we'll review the account, discuss options for suspending or disconnecting services, and help ensure any recent account activity is investigated as needed.

 

How 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

 

We know situations like this can be overwhelming, and we'll do our best to guide you through the process. Please send us a private message when you're ready, and we'll take it from there. ❤️

 

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