When a loved one passes away, the last thing you want to deal with is administrative burdens. However, addressing their active accounts, including mobile phone services, is a necessary step. Cancelling a Verizon service for a deceased family member requires a bit of understanding of their policies and having the right documentation. This guide will walk you through the process step-by-step, aiming to make it as smooth as possible during a difficult time.
How to Cancel Verizon Service for a Family Member Who Passed Away
Losing a loved one is incredibly tough, and navigating the practicalities that follow can feel overwhelming. Dealing with ongoing bills and services is one such task. Verizon, like most service providers, has a specific process for handling accounts of deceased customers. It's designed to ensure proper verification and prevent unauthorized changes.
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| How To Cancel Verizon Service For Family Member Who Passed Away |
Step 1: Gathering Your Thoughts and Initial Information
First and foremost, take a deep breath. This isn't a race. When you're ready, let's start by gathering some key details that will make the process much smoother.
Understanding Your Role
Are you the Account Owner, an Account Manager, an Account Member, or the Estate Executor? Your role will determine the specific forms and processes you might need to follow.
Account Owner: If you are the account owner and the deceased person was an Account Member or Account Manager on your account, the process is generally simpler as you have full authority.
Account Manager/Member: If the deceased was the Account Owner and you were an Account Manager or Account Member on their account, you'll need to follow Verizon's specific procedures for deceased account owners.
Estate Executor: If you are the legally appointed Executor of the deceased's estate, you will have the authority to manage and cancel the account.
Essential Information to Have on Hand
Before you even pick up the phone or visit a store, having the following information ready will save you a lot of time and potential frustration:
Deceased Account Owner's Full Name: As it appears on the Verizon account.
Deceased Account Owner's Mobile Phone Number: This is crucial for identifying the correct line of service.
Verizon Mobile Account PIN or Last 4 Digits of the Account Owner's SSN: While not always strictly required for deceased accounts, having this can expedite the process if you are an authorized user.
Account Number: This can be found on a recent bill.
A Recent Verizon Bill: This provides the account number and other relevant details.
Your Relationship to the Deceased: Be prepared to state your relationship (e.g., spouse, child, executor).
Your Contact Information: Your name, phone number, and email address.
Step 2: Obtaining the Necessary Documentation
This is arguably the most important step. Verizon will require official documentation to verify the passing of the account holder.
The Death Certificate
Tip: Reread slowly for better memory.
The death certificate is the primary document required by Verizon. You will need a copy of the official death certificate.
Redaction is Key: Before you share or upload the death certificate, it is highly recommended to redact any sensitive personal information that is not essential for Verizon to confirm the death. This includes, but is not limited to, the deceased's Social Security number, veteran's discharge or claim number, parental names, and birthplaces. Verizon's forms specifically mention this.
File Types: When submitting digitally, accepted file types are typically .jpg, .pdf, and .png, with a maximum file size of 10MB.
Additional Documents (If Applicable)
Depending on your relationship to the deceased and whether you intend to transfer lines or simply cancel, you might need additional documentation:
Letters Testamentary or Letters of Administration: If you are the Estate Executor, these legal documents certify your authority to act on behalf of the deceased's estate. Verizon has a specific "Executor Form" for this.
Proof of Guardianship or Power of Attorney (POA): If you had legal guardianship or POA over the deceased, these documents might be relevant, especially if you were managing their affairs prior to their passing.
Step 3: Choosing Your Method of Contact
Verizon offers several ways to initiate the cancellation process. Choose the one that feels most comfortable and convenient for you.
Option A: Call Customer Service (Recommended)
Calling Verizon's customer service is often the most direct and efficient way to handle this sensitive matter. You can speak directly to a representative who can guide you through the specific requirements.
For Mobile Service: Call 1-800-922-0204.
For Fios (Home Internet, TV, Phone): Call 1-800-837-4966.
Be Prepared to Wait: While helpful, customer service lines can sometimes have wait times. Have your documents and information ready so you can make the most of the call.
Explain Your Situation Clearly: State upfront that you are calling to cancel service for a deceased family member. The representative will likely transfer you to a specialized department or guide you through the process.
Option B: Visit a Verizon Store
While some online forums suggest that certain actions cannot be completed in-store, Verizon's official support pages indicate that visiting a store is an option for disconnecting service.
Bring All Documents: Take all the information and documents mentioned in Step 1 and Step 2 with you.
Speak to a Manager: If the initial representative seems unsure, politely ask to speak with a manager or someone familiar with deceased account policies.
Verify Process: Before you leave the store, ensure you understand the next steps and if any further action is required from your end.
Option C: Online Forms and Chat (Limited for Deceased Accounts)
While Verizon offers online disconnection for active accounts, for deceased accounts, the process often involves submitting specific forms.
Deceased Account Handling Page: Visit Verizon's official "How to manage a mobile account when the Account Owner passes away" page on their support website. This page provides links to specific forms for transferring or disconnecting lines when the Account Owner has passed away.
Online Transfer Forms:
For Account Members: If you are an Account Member and wish to transfer lines, there's a specific "Transfer service when an Account Owner is deceased" form for you.
For Executors: If you are the Estate Executor, there's an "Executors - Transfer service when an Account Owner is deceased" form.
Chat with Us: You can initiate a chat via My Verizon (or the My Verizon app). Type "Cancel" and follow the prompts. You may eventually be directed to speak with a live agent who can guide you on the deceased account process.
Reminder: Reading twice often makes things clearer.
Step 4: Navigating the Cancellation or Transfer Process
Once you've made contact, the representative will guide you through the specifics. This might involve choices regarding existing lines and devices.
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Cancelling All Lines
If the goal is to cancel all services associated with the deceased's account:
Confirm Zero Balance: Ensure there are no outstanding device payments or contracts that would result in an Early Termination Fee (ETF). Verizon's policy often waives ETFs for deceased account owners, provided proper documentation is submitted.
Effective Date of Cancellation: Cancellation is typically effective on the last day of the billing period in which you cancel. You might consider cancelling towards the end of a billing cycle to maximize the paid service.
Final Bill: Be aware that a final bill might be generated for any services accrued up to the termination date.
Transferring Lines to Another Account (Assumption of Liability)
If other family members were using lines on the deceased's account and wish to keep their numbers with Verizon:
Assumption of Liability (AOL): This process allows a qualified individual to take over responsibility for one or more lines of service from the deceased's account. The new account holder will be subject to a credit check.
New Account: The transferred lines will be moved to a new Verizon account under the new account owner's name and credit.
Device Payments: If there were devices still under payment plans, these payments would typically transfer to the new account owner. You'll need to discuss options for these devices, such as continuing payments, paying them off, or returning them (if eligible).
Step 5: Confirming and Following Up
After you've completed the initial steps, it's essential to confirm and follow up to ensure the process is complete.
Get Confirmation
Reference Number: Always request a reference number or case ID for your interaction.
Email Confirmation: Ask for an email confirmation of the cancellation or transfer.
Final Bill Information: Inquire about when to expect the final bill and how to access it (e.g., online access to a disconnected account for a certain period).
Monitor Your Mail and Email
Keep an eye out for any correspondence from Verizon, including:
Confirmation of Account Closure: Official notification that the account has been closed.
Final Bill: Ensure the final bill reflects the expected charges and no unexpected fees.
Security Deposit Return: If a security deposit was paid, inquire about its return. This can take 30-60 days.
QuickTip: Revisit posts more than once.
Consider Notifying Contacts
If the deceased's phone number is being disconnected, it's a good idea to notify relevant contacts (friends, family, businesses) that the number will no longer be in use. Also, unlink the number from any online accounts or services that might use it for authentication.
Frequently Asked Questions (FAQs)
Here are 10 common questions related to cancelling Verizon service for a deceased family member, with quick answers:
How to start the process of cancelling a deceased family member's Verizon account?
Start by gathering the deceased's name, phone number, account number, and a copy of their death certificate. Then, contact Verizon Customer Service (1-800-922-0204 for mobile, 1-800-837-4966 for Fios) or visit a Verizon store.
How to provide the death certificate to Verizon?
You can typically provide the death certificate by uploading it through Verizon's designated online forms (found on their "How to manage a mobile account when the Account Owner passes away" support page), or by presenting it in person at a Verizon store. Remember to redact sensitive information.
How to avoid early termination fees (ETFs) for a deceased account?
Verizon generally waives Early Termination Fees (ETFs) for deceased account owners, provided you submit the required documentation, such as a death certificate.
How to keep a deceased family member's phone number?
You can keep a deceased family member's phone number by performing an "Assumption of Liability" (AOL), where a qualified individual takes over responsibility for the line and transfers it to a new or existing Verizon account under their name.
Tip: Pause whenever something stands out.
How to find the Verizon account number for a deceased person?
The account number can usually be found on any recent Verizon bill of the deceased. If you don't have a bill, Customer Service may be able to help locate it with other identifying information like the phone number and deceased's name.
How to deal with device payments on a deceased person's Verizon account?
If there are devices on payment plans, these payments can typically be transferred to the new account holder if you perform an Assumption of Liability. Otherwise, you may need to pay off the remaining balance or inquire about returning the device if eligible.
How to get a final bill after cancelling a deceased person's Verizon service?
Verizon will send a final bill to the address on file or make it accessible online for a period after cancellation. Inquire about the expected timeline and access methods when you speak with a representative.
How to ensure all lines on a multi-line account are cancelled or transferred?
Clearly communicate to the Verizon representative whether you intend to cancel all lines or transfer specific ones. Verify that each line's status is confirmed during the process and on any follow-up documentation.
How to contact Verizon's specialized department for deceased accounts?
When you call Verizon Customer Service, state that you are calling about a deceased account. They will typically transfer you to the appropriate department or provide specific instructions.
How to retrieve a security deposit after cancelling a deceased person's Verizon account?
If a security deposit was paid, it should be returned after the account is closed and any final charges are settled. This process can take between 30 to 60 days. Inquire about the refund process when you contact Verizon.
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