Grief is an incredibly challenging journey, and having to navigate administrative tasks like canceling services can add an unwanted layer of stress. If you're reading this, it's likely you're going through such a difficult time, and we extend our deepest condolences. This guide is designed to make the process of canceling Verizon service due to death as clear and straightforward as possible, helping you focus on what truly matters.
Taking a Deep Breath: Let's Tackle This Together
We understand this isn't easy. Before we dive into the steps, please know that Verizon does have a process in place for these situations. While it might require a few calls and some documentation, with this guide, you'll be well-equipped. Take a moment, perhaps grab a warm drink, and let's go through this together.
Step 1: Gather Essential Information and Documents
Before you even pick up the phone or head to a store, having the necessary information and documents ready will significantly streamline the process. This is the most crucial preparatory step.
Sub-heading: What You'll Likely Need
The Deceased's Information:
Full Name: As it appears on the Verizon account.
Phone Number(s): Associated with the Verizon account.
Account Number: You can usually find this on a recent bill.
Account PIN or Last 4 Digits of SSN: This is often required for verification.
Your Information (as the Executor/Administrator/Next of Kin):
Your Full Name and Contact Information.
Your Relationship to the Deceased.
Crucial Documents:
Death Certificate: This is almost always required as proof of death. Ensure you have a certified copy.
Letters Testamentary or Grant of Probate: If you are the appointed executor of the estate, this legal document certifies your authority to act on behalf of the deceased.
Proof of Relationship: (e.g., marriage certificate, birth certificate) if you are not the executor but are a direct family member trying to manage the account.
Sub-heading: Important Considerations for Documents
Redact Sensitive Information: Before sharing any documents like a death certificate, always redact sensitive personal information such as Social Security numbers, veteran's discharge numbers, parental names, and birthplaces. Verizon's forms specifically advise this for privacy protection.
Digital Copies: It's a good idea to have clear digital copies (PDF, JPG, PNG) of the death certificate and Letters Testamentary, as you may be asked to upload them.
Step 2: Determine Your Goal: Cancel or Transfer?
Before contacting Verizon, consider what you want to achieve. Do you simply want to cancel all lines of service associated with the deceased's account, or do you wish to transfer some or all lines to another existing or new Verizon account?
Sub-heading: Option A: Complete Cancellation
If the service is no longer needed, and there are no other individuals who wish to keep the lines, complete cancellation is the way to go.
Be aware that any outstanding device payment balances on phones associated with the lines will likely become due upon cancellation.
Sub-heading: Option B: Transferring Lines
If other family members or individuals were using lines on the deceased's account and wish to retain their numbers and service, a transfer of service (often called an "Assumption of Liability") is the appropriate path.
Note: The person assuming liability will need to pass a credit check and may need to select a new Verizon plan. Device payment agreements can sometimes be transferred with the line, but the new account holder will be responsible for those payments.
Verizon has specific forms for executors to transfer service when an account owner is deceased. This can be a more complex process than simply canceling.
Step 3: Contact Verizon Customer Service
This is where you'll directly interact with Verizon. Patience is key here, as you might be transferred to different departments.
Sub-heading: Preferred Contact Method: Phone
For Wireless Services: Call 1-800-922-0204.
For Fios (Home Internet, TV, Phone): Call 1-800-837-4966.
When you call, clearly state from the outset that you are calling to manage the account of a deceased individual. This will help ensure you're directed to the correct department. Be prepared for verification questions.
Sub-heading: Other Contact Options
Chat with Us: You can often initiate a chat through the My Verizon website or app. Type "Cancel" and follow the prompts, or request to chat with a live agent. While potentially convenient, for deceased account issues, a phone call is generally more effective for complex scenarios and documentation submission.
Visit a Verizon Store: While some community forums suggest this might be an option, policies can vary. It's often recommended to call first to confirm if a store visit is necessary and what documents you'd need to bring. Some users have reported being told to call customer service even after visiting a store.
Step 4: Follow Verizon's Instructions for Documentation
During your call, Verizon will inform you of the exact documentation they require and how to submit it.
Sub-heading: Submitting Documentation
Online Forms: Verizon has dedicated online forms for executors to transfer or disconnect service due to death. You will be able to upload your redacted death certificate and Letters Testamentary (if applicable) directly through these forms.
For Executors - Transfer service when an Account Owner is deceased: Look for a form titled "Executors - Transfer service when an Account Owner is deceased" on the Verizon support site.
For Account Members - Transfer service when an Account Owner is deceased: If you are an account member (not an executor) wishing to transfer service, there's a separate form.
Email or Fax: In some cases, you might be instructed to email or fax the documents. Always confirm the exact email address or fax number with the representative. Be wary of unofficial email addresses found online.
Avoid Mailing Originals: Never mail original legal documents. Always send copies.
Sub-heading: Key Points During This Step
Be Patient and Persistent: The process might take a few days or even weeks. Keep a record of who you spoke with, the date and time of the call, and any reference numbers provided.
Clarify Final Bill: Ask about the final bill. Verizon typically bills through the end of the current billing period in which you cancel. Any outstanding device payment balances will be on this final bill.
Device Return: Inquire about returning any devices (phones, tablets, Fios equipment). If there's an outstanding device payment plan, you might be able to return the device to waive the remaining balance, but this is not always the case, especially if the phone was purchased outright or the payment plan is older. Confirm their policy.
Step 5: Confirm Cancellation and Settle Final Bill
Once you've submitted the required documentation, it's essential to follow up to ensure the cancellation or transfer is complete and to settle any final financial obligations.
Sub-heading: Verification and Confirmation
Receive Confirmation: Request a confirmation email or letter from Verizon once the service is canceled or transferred. This provides you with written proof.
Check Account Status: Periodically check the online account (if you have access) or call customer service to verify the status.
Be Wary of Collection Agencies: In rare cases, if the process isn't handled correctly, the account might mistakenly go to collections. If this happens, immediately contact Verizon's Financial Services department (they may provide a specific number) and provide your documentation and call logs. Do not engage directly with the collection agency until Verizon confirms the issue is resolved on their end.
Sub-heading: Final Bill and Refunds
Pay Outstanding Balance: Your final bill will include charges up to the cancellation date and any remaining device payment balances. Pay this bill promptly.
Security Deposit: If the deceased had a security deposit on their account, inquire about its return. It can take 30-60 days to process.
Prorated Charges/Credits: Your final bill may have prorated charges (for partial service) or credits (for overpayment). Understand these items.
Step 6: Address Connected Services and Devices
Don't forget about other services or devices linked to the Verizon account.
Sub-heading: What Else to Consider
Cloud Services: If the deceased used Verizon Cloud, ensure you download any important data before the account is fully closed, as access will be lost.
Email Addresses: If the Verizon account included a Verizon.net email address, understand if and when that will be deactivated.
Unlink from Other Accounts: If the deceased used their Verizon number for two-factor authentication or as a contact number for other online accounts (banking, social media, etc.), update those details.
Recycle or Dispose of Devices: Once the line is canceled and any device payment plans are settled, responsibly recycle or dispose of the old mobile devices.
Related FAQ Questions
Here are 10 common questions related to canceling Verizon service due to death, with quick answers:
How to initiate the cancellation process for a deceased Verizon account holder?
Call Verizon Customer Service (1-800-922-0204 for wireless, 1-800-837-4966 for Fios) and state that you need to cancel service for a deceased account holder.
How to find the deceased's Verizon account number?
Look for it on a recent Verizon bill or statement. If you can't find it, the customer service representative might be able to locate it using the deceased's full name and phone number.
How to provide proof of death to Verizon?
You will almost certainly need a certified copy of the death certificate. Verizon often allows submission via online forms, email, or fax.
How to transfer a deceased loved one's Verizon line to my name?
You'll need to complete a "Transfer of Service" (Assumption of Liability) process with Verizon. This often involves specific online forms for executors or account members and may require a credit check for the new account holder.
How to avoid early termination fees (ETFs) when canceling due to death?
Generally, Verizon waives ETFs for the deceased's line of service when provided with a death certificate. However, outstanding device payment balances usually become due.
How to handle outstanding device payment plans for a deceased's phone?
The remaining balance on any device payment plan will typically be due on the final bill. In some cases, if the device is returned, the balance might be waived, but confirm this with Verizon.
How to get a refund for any remaining credit balance on a deceased's Verizon account?
Any remaining credit balance or security deposit will usually be refunded to the estate or the designated contact person after the final bill has been settled. This can take 30-60 days.
How to prevent further charges on a deceased's Verizon account?
Cancel the service as soon as possible and ensure you receive confirmation. Verizon typically bills through the end of the current billing cycle in which you cancel.
How to find out if the deceased had Fios (home internet/TV) service with Verizon?
Check their mail for Fios bills, or call Verizon's Fios customer service at 1-800-837-4966 and inquire using the deceased's name and address.
How to manage the deceased's Verizon Cloud data?
Before canceling the service, ensure you download any important data from the Verizon Cloud, as access will be lost once the account is closed.
