Closing or Transferring an Account

We are sorry for your loss and understand this is a difficult time. Bereavement can be overwhelming. We want to help guide you through the process to prepare for making a change to the account holder. Please review this page to familiarize yourself with the process and required documents you may need to gather.

How to transfer an account to a surviving family member

To put the account in a new name, such as a spouse or other family member, call us at 800.752.7504 Monday-Friday between 7:30 a.m. and 7 p.m.

When prompted, select option 2 to be transferred to a representative.

You can expect the following during this call:

• Please note that the new account must be in the name of a living person.
• If there is an outstanding balance on the account payments can be taken over the phone or transferred to the account under the new name.
• An identity verification and credit worthiness check will be performed, so be sure to lift any credit or security freezes.
• Next, we will walk you through putting the account in a new name with a new account number. The account associated with the customer who the deceased customer will be closed.
• A security deposit may be required.

Closing an account for a deceased customer

To close the account and turn off service, call us at 800.752.7504 Monday-Friday between 7:30 a.m. and 7 p.m.

When prompted, select option 2 to be transferred to a representative.

When you call into to stop service, you will need:

• The address where you would like to stop service
• Date of when you want to stop service
• Address where the final bill should be sent
• Letter of Testamentary or Executor of Estate documentation, and Death Certificate

Payment assistance

We understand that you may need some time to pay your loved one’s outstanding bill. Our specialist maybe able to offer programs to assist you.

If you are experiencing a time of financial uncertainty, we also offer several programs and resources to help get you back on your feet.