Visitor
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2 Messages
Unable to cancel at former residence
My mom has brain cancer and I have become her caretaker. She signed up for xfinity at her former apartment complex but I recently moved her closer to me. I tried to transfer her services but after several hours of chatting with an agent, they couldn’t figure it out and created a second account with new address, and instructed me to visit in store to cancel the old one. The store was not able to cancel the old address either. Now she has two accounts she is being charged for. I really need help fighting this out but no has been able to assist. I’ve just gone in circles and wasted hours and she is still paying on two accounts.
XfinityMatthew
Official Employee
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113 Messages
15 hours ago
Hello Karesumn . I am very sorry to hear about your mom and can only imagine what you and your family are going through. Typically, we need an account holder to contact us to fully disconnect an account. But I would be happy to see what we can do in this case if she is unable to do that currently. Could you please send us a direct message with your full name, the address we want disconnected and your mother's full name we can figure this out for you.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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