Account Change Request

I submitted an account change request for the account ownership/primary user to change to myself due to the account holder being deceased. The request was submitted on 7/16 and I have not heard any update since. I cannot see the ticket's status because I do not have permission to do so as I am currently on the account as a "viewer" only, and the feature to see tickets is restricted to primaries or managers of an account. As my name is on the request ticket, I think that this type of access restriction is a disservice to paying customers.

I just want to be able to fully manage the account as I am the one paying for it. I would appreciate an update or escalation so that I can make changes or view my services in full.

Responses

Oldest First

Selected Oldest First

XfinityAbby

Official Employee

•

1.1K Messages

8 days ago

Hello @Mistyland thank you for taking the time to reach out. I do understand how this can be frustrating. Did you get an email to upload the necessary documents to have the account changed over?

3

0

M

Mistyland

Visitor

•

3 Messages

I have not received an e-mail to do that. I initially submitted the documents using Xfinity's bereavement page/form.

Like

Reply

8 days ago

0

M

Mistyland

Visitor

•

3 Messages

Can I not use this platform to send a DM?

Like

Reply

8 days ago

0

XfinityAbby

Official Employee

•

1.1K Messages

Thank you for letting us know @Mistyland I would love to assist you further with this.

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are the detailed steps to direct message us:

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

For an example of how to send us a direct message, Check out this link
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer. tick

Like

Reply

8 days ago

0

Customer Service

Mistyland

Account Change Request

XfinityAbby

Mistyland

Mistyland

XfinityAbby

New to the Community?