Visitor
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2 Messages
Closing mobile account for deceased person
My dad died in August. Uploaded death certificate into the Bereavement portal in Sept. Called Bereavement team, and representative said someone will get back to me within 8 days. Nobody got back to me. The account is on a Device Payment Plan. Can the remaining payments on the device be waived? What are my next steps? I would like to close the account completely.
XfinityAirelle
Official Employee
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3.7K Messages
11 hours ago
First, we're very sorry for your loss. We understand the last thing you need during this time is the added stress of trying to close an account, especially after submitting the death certificate in September and not receiving the follow-up you were promised.
To answer your question, yes, the remaining device payments can be waived if the device is returned to Xfinity as part of the bereavement process. If the device is kept, the remaining balance would be included on the final bill.
Since you've already submitted the documentation, we don't want you to have to start the process over unnecessarily. We'd like to help determine the next steps for your existing request.
Do you still have the device, and would you be looking to return it to have the remaining balance waived?
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