Topic: Failure to Cancel Deceased Customer Account and Issue $700+ Refund After Multiple Requests

I am filing a formal complaint regarding Xfinity’s continued failure to close my late grandmother’s account, despite multiple cancellation attempts, multiple conversations with customer service, and submission of her death certificate.

My grandmother passed away on October 30, 2025. The following week, I contacted Xfinity through chat and then by phone to cancel her account. I was assured by your representative that the account had been canceled and that I would receive instructions to return the equipment.

Months later, I discovered that the account was still active and had continued to accrue more than $700 in charges.

On February 16, 2026, I again spent my time contacting Xfinity through chat. I was told I would receive a call back. That call never came. I then called Xfinity directly and was again assured that the account would be canceled. I was also instructed to submit my grandmother’s death certificate so the refund could be processed and the account could finally be closed.

I submitted the requested documentation. Once again, I was told I would receive return authorization for the equipment.

Since then, I have received no meaningful follow-up, no return authorization, no refund confirmation, and no account closure confirmation. Instead, I have now received another bill.

This is unacceptable.

To be very clear, I am requesting the following immediately:

1. Confirm in writing that my grandmother’s account has been fully canceled, effective back to the original cancellation request after her passing.
2. Reverse all charges billed after that original cancellation request.
3. Process the full refund owed, which is currently more than $700.
4. Provide written instructions and authorization for returning the equipment.
5. Confirm that no further billing, collection activity, late fees, credit reporting, or account escalation will occur.

Xfinity has now been given multiple opportunities to resolve this properly. Continuing to bill a deceased customer’s account after receiving notice of death and a death certificate is not only unacceptable customer service, it reflects a serious failure in your internal process.

Please treat this as a formal escalation. I expect written confirmation of account closure, refund status, and equipment return instructions within five business days.

If this is not resolved promptly, I will consider filing complaints with the Better Business Bureau, the California Attorney General’s Office, the FCC, the CFPB if applicable, and pursuing legal options to recover the funds owed and any legal fees in the process.

Cancel the account. Process the refund. Send the equipment return instructions. This should have been handled months ago.