Visitor
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3 Messages
Poorly handled account after customer death
Xfinity gives two options for handling an account of someone who passed away. Cancel the service or take on the service and the unknown service agreement. There is no option to view the terms before transferring.
I needed internet service after a family member unexpectedely passed. I was uploaded their death certificate and had them transfer the account and received an email saying it was complete. After that nothing. The agents just send me random blog posts xfinity has when I try to get access to the account or even learn the number.
This is not how you treat people. I cannot even get through to a live person to talk to because they keep directing me to your website which again...DOES NOT SHOW THE ACCOUNT.
XfinityMarshante
Official Employee
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859 Messages
7 hours ago
Hello @user_9l830u, thank you for taking the time to leave a post. I’m truly sorry for your loss, and I can only imagine how overwhelming it must be to handle account and service issues while going through something so difficult. The experience you’ve described is not the level of care or clarity we want to provide, especially in a situation involving the passing of a loved one.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_9l830u
Visitor
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3 Messages
7 hours ago
The only way to speak to a live agent is to ask to cancel service. After that I got bounced around from agent to agent and they gave up.
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