Visitor
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1 Message
Online accounts messed up and I need to order a new phone
Last year after my MIL passed away in 2025, I took the death certificate to the local Xfinity store to change the account to internet only. At the same time I carried my POA for my severely ill husband to make some changes on our account; it had previously been listed in only his name. They put my name on both accounts and the statements now come with my name on them. Ever since then I have not been able to access our accounts online. My cell phone died last week so I went to the store on the same day (Thursday) to get a replacement. When the agent puts my social in the system, they are unable to pull up financing for me. I remembered that I had a freeze on our credit so I put a pause on it and went back to the store on Saturday. Still not working, so on Sunday I unfroze his credit also and went back today, Monday. STILL NOT WORKING!!! I am convinced that the problem is because the accounts got messed up in 2025. Will someone please help me!
XfinityJeniece
Official Employee
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4.4K Messages
8 days ago
Hey there, @user_tyzryo, thanks for reaching out through Xfinity Forums regarding your account. I'm so sorry to hear about everything you've been through, and I can certainly understand your frustration after multiple store visits without a resolution. Since this appears to involve account ownership, online access, and mobile financing eligibility, we'd like to take a closer look. Please send us a direct message with your full name and your full address.
How to Send Us a Direct Message:
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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