Visitor
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1 Message
Return of phone upon death of account holder
I tried to return the phone upon closing my sister's death Xfinity account. Xfinity took all the equipment except the phone. They said a return label would be sent to her. It has never been received and I still have the phone. In the bereavement support page it indicates "If they are returning the device, the remaining balance on the device payment plan will be forgiven." However, emails continue to be sent because payment could not be processed. Please advise on how to return this phone and finally close this account for good.
XfinityJohnG
Official Employee
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3.1K Messages
1 hour ago
Thank you for reaching out to our team about that phone return issue. I am sorry to hear about that loss and will be happy to assist you with getting that handled. In order for me to look into that I will have to ask you to send me a direct message with your name, the account holders name and the complete address for the service. To send a direct message.
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
How to: Direct messaging within the forum | Xfinity Community Forum
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