1 Message
Xfinity mobile wanted me to continue paying deceased husband phone payments
When I called Xfinity customer service, I was told that they cancel my deceased husband account and waive the device balance if the phone was returned to them. I was told to bring the phone to the Xfinity store with my husband's death certificate. When I took the phone to the Xfinity store, the customer service there refused to process the return with very cold attitude. I called Xfinity again and the agent created a ticket and asked me to wait 24 hours for a return label. Next day, no return label. I contacted an agent via chat. The agent made sure that I receive a return label within 24 hours. Two days later, no return label from Xfinity. I contacted an agent via chat again this morning. The agent was not helpful and could not solve the problem. How can I return the phone?
XfinityAdrienne
Official Employee
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743 Messages
1 year ago
Hey there, @user_6410c9! I am so sorry to hear about your experience with getting the device returned, and everything resolved with the phone. We will ensure to get everything resolved with the return label and everything Please send us a DM to get started!
Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
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• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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noelat
New Poster
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5 Messages
11 months ago
I am having the same issue. No one at xfinity has been helpful. I was told to give it to the store store refused to take it. I stood there in the verge of tears talking to xfinity on the phone and the store while they both told me conflicting things. I made them talk to each other and got no where. We can not be the only people that this has happened to.
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Tony200816
Visitor
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3 Messages
11 months ago
I am sorry for your loss. The same thing happened to me and the device couldn’t be returned because it was in a car fire where I lost my daughter and both grandchildren. I did the death certificate and was actually treated very well. I was overcharged by $250 a month since 02/2023. So if you like you could message me on Facebook Amy [Edited: "Personal Information"] is my name.
[Image Removed: "Personal Information"]
(edited)
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user_n29bg9
1 Message
10 months ago
Hi my friend just lost her 17-year-old daughter to a horrific car accident and she has Xfinity mobile and she owes money on the account and also on the phone she is an emotional wreck and very distraught over this loss so we're just wondering is there anything that can be done about the bill and if so what are the steps that we need to take to get this taken care of for her
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Gr33n
Visitor
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7 Messages
10 months ago
Going through this right now with my mom’s phone. Just left the store where they told me that they couldn’t accept the phone return because it had been more than 14 days. Very frustrating and makes me want to reconsider using Xfinity for any service. Did the original poster or anybody else that is in this scenario actually get help from Xfinity people? Thanks and sorry to everybody in this thread that has lost family and friends.
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noelat
New Poster
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5 Messages
10 months ago
Same issue. Xfinity is such a large company that they do not have a department for this. I am still battling with them.
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