Just when you think things can’t get any dumber (Page 4): If the sevice is exclusively in his name & they won't change it then the contract terminated on the day he died. Stop paying &...

petrochemist Loc: UK

Jim Plogger wrote:

The problem is that they will not let HER cancel the service. The service can be cancelled only by the person on the bill. She has submitted the form, along with the death certificate, to put the service in her name. xfinity insists on her dead husband's signature being on the transfer form. The whole thing is laughable and can probably be attributed to some little genius at xfinity who has the IQ of a fence post. It will be resolved.

If the sevice is exclusively in his name & they won't change it then the contract terminated on the day he died.
Stop paying & when billed just send a covering note explaining you are awaiting their completion of the requested transfer. Their bill collection team will eventually get on the case :)

Jim Plogger Loc: East Tennessee

AirWalter wrote:

That was her mistake. She should have notified them of his death right away and got a new account in her name. If she had done that she probably would not have been responsible for any charges against him. Thats the way it works in Ohio.

There are no charges against him. The monthly bill has always been paid promptly. She simply wants to change the account to her name so that she can make changes to the subscription. They asked for the death certificate and a form to do that. She sent both. They replied that the request could not be completed because her deceased husband had not signed the form.

Jim Plogger Loc: East Tennessee

It is not that they won't change the account name. Their process is very simple. Send a copy of the death certificate along with the completed transfer request form. That is what she did. The problem is that some low IQ employee at xfinity decided that her deceased husband had to sign the form. All of this has been rectified, but not without a great deal of unnecessary effort created by an idiot employee who should not have that job.

CWGordon

Jim Plogger:
It is the easiest thing in the world. Stop paying. The man is dead. There is nothing they can do to him or her. She can also start a subscription in her name if she wishes.
These illogical responses from provider are not accidental. These are trained responses to ensure delay in lowering or stopping payments. All similar companies are doing the very same thing to customers. Insanity is trying over and over to do the same things and expecting different results. Stop her from doing that. This is easy.

Jim Plogger Loc: East Tennessee

CWGordon wrote:

Jim Plogger: br It is the easiest thing in the wor... (show quote)

That does not solve anything. If she stopped paying she would lose her phone and internet which she wants to keep.

CWGordon

Your call. I disagree. But, respect your decisions to handle this in any way you decide is best for her.

Jim Plogger Loc: East Tennessee

CWGordon wrote:

Your call. I disagree. But, respect your decisions to handle this in any way you decide is best for her.

I am not handling it for her. She handles her own business. This has been resolved to her satisfaction. My original post was only to point out the sheer stupidity of xfinity's original reply. I found it quite laughable that they wanted a dead person to sign the transfer form. Their policy and process is quite simple and reasonable. A low IQ employee got in the way of their process.

CWGordon

Cool, Jim. Glad it worked out for her.

JBRIII

I agree the affair was handled badly, but don't believe calling someone you don't even know stupid or low IQ until one knows exactly how things work. My wife and I felt the same about our satellite internet service. They would come unprepared for the situation despite our instructions. Found out the service people are contractors who are just told go where, when and do what. No direct contact between our falls and instructions and them.

We have had problems with Chase, the phone security team tells us the email is a spoof and cancels the cards, while the internet security team tells us the emails are legit. We have informed both of what is happening, but nothing changes.

It seems to be the nature of many businesses today, compartmentalization, no one in some cases to contact, etc. Look at all the complaints here about company email responses, etc.

Jim Plogger Loc: East Tennessee

JBRIII wrote:

I agree the affair was handled badly, but don't be... (show quote)

In this case, when someone has the death certificate in one hand and the Transfer of Service form (all filled out) in the other, and then tells her that dead person on the death certificate must sign the transfer form, that person is either stupid or low IQ. How else would you explain such an inane, and impossible, response?

JBRIII

Jim Plogger wrote:

In this case, when someone has the death certificate in one hand and the Transfer of Service form (all filled out) in the other, and then tells her that dead person on the death certificate must sign the transfer form, that person is either stupid or low IQ. How else would you explain such an inane, and impossible, response?

Easy if someone is instructed you must have a properly signed form, no if, ends or buts, and maybe has been or seen people punished or fired for ever asking a question about such.
Even if you are correct, it is still the responsibility of the person who hired them maybe because they would take less pay. As my wife says, half the population has an IQ less than average! But not their doing anymore than having bad eyes, problem is the higher ups who hire and train.

Jim Plogger Loc: East Tennessee

JBRIII wrote:

Easy if someone is instructed you must have a properly signed form, no if, ends or buts, and maybe has been or seen people punished or fired for ever asking a question about such.
Even if you are correct, it is still the responsibility of the person who hired them maybe because they would take less pay. As my wife says, half the population has an IQ less than average! But not their doing anymore than having bad eyes, problem is the higher ups who hire and train.

Starman441 Loc: Iguana Land, Fl.

Jim Plogger wrote:

My younger brother passed away 2 years ago from a ... (show quote)

I am not at all surprised.