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user_76561_
1st Topic

3 Messages

Thursday, September 14th, 2023 4:38 PM

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Update online account ownership

Hello. I am the owner of the account on paper (my bill is addressed to me) but the online account owner still shows as my deceased cousin. Can the account ownership be reconciled without producing a death certificate or affidavit? Again, I am the acknowledged account owner. Thank you.

Question

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Updated 

2 years ago

61

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XfinityThomasD

Official Employee

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1.2K Messages

2 years ago

@user_76561_ Thanks for creating a post on our Community Forums. I'm sorry to hear of your cousin's passing and send my condolences to you and your family. To have the account officially transferred into your name, we would need to have a ticket created and requested documentation provided. Have you already submitted any documentation before? If not, our team can help look further into this.

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user_76561_

3 Messages

I have gone through the transfer process online, but do not have a copy of the death certificate. I had hoped, since my name appears as the account owner on paper (and in the system at my local Xfinity store), that the account ownership online could be taken care of by an Xfinity administrator. If that's not possible, what other documentation is acceptable as a death certificate replacement? 

2 years ago

0

XfinityKassie

Official Employee

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1.7K Messages

@user_76561_ Thank you for these details. I'm happy to take a look at the account, and get you in the direction for getting this corrected. To get started, can you please send a Direct Message with your name, the service address, and your cousins name? 

 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 years ago

0

user_76561_

3 Messages

And, yes, I've uploaded my driver's license as part of the process, as instructed here: "Note: If you do not have the death certificate, you must upload a valid form of your identification (like your state-issued driver's license, ID card, or U.S. passport) and accept the Terms & Conditions to continue." 

2 years ago

0

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