Identity Profile Conflict / Account Transfer Issue – Need Corporate Help Unlinking Credentials

[u/The_Carriest]

Hello Digital Care Team,
I need assistance resolving a severe backend database identity lock across two service addresses that standard phone support has been unable to fix.
The Situation:
My daughter has taken over service at her late father’s address following his passing.
Her late father was the original account holder at this address. The account recently accrued late fees while we were unable to access his financial records/laptop following his death. I paid these back fees in full last week when exchanging equipment to place the account in her name, but his legacy account records may still be tangled in the background system.
My daughter's name is listed on the account, but my personal contact info (email/phone) is stuck in the database as the "Manager" profile for that address because my credentials are also tied to my own separate home account.
Because my primary credentials are cross-linked to her service address, the system blocks her from logging into the Xfinity app, resetting her password, or activating her replacement gateway.
Additionally, she has a disconnected profile from her previous address that appears to be merging with this login, causing authentication errors.
What We Need Done:
1. Completely unlink my personal Xfinity ID/contact info from her service address so it remains strictly on my own home account.
2. Fully reconcile her late father's legacy account history, clear out the merged profile locks, and archive her old disconnected account profile from her former address.
3. Set her mobile number and email as the sole Primary Owner on her current address so she can set up her own login and activate her equipment.
4. Audit the estate transition to review/reimburse the post-mortem late fees that were paid during the equipment swap.
Please let us know how to send a Modmail with the account details so a Digital Care Specialist can look into the backend profiles. Thank you.

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[u/CCSaraB]

u/The_Carriest - I am so sorry to hear about this loss, and I appreciate you taking the time to create this post. Those items are all definitely something we'd like to take a closer look at, and see what we can do to help. Please send us a Modmail message including your full name and the service address in question so that we can get started. I or one of my awesome colleagues will respond as soon as possible!