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Issues canceling service

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Issues canceling service

I was a Xfinity customer but moved recently. I wanted to transfer my service to the new location but was informed that comcast does not service the area. I spoke to a customer care rep to discuss options and she said my best option would be to cancel service. She also said that there was an early termination fee applicable but that would be waived since comcast doesn't service my new location. I checked my account online and there was an early termination fee that had been applied but I was told that that would be removed in 24-48 hours. 

That was 2 months ago. I've called 4 times, gotten 2 different service request numbers, visited the retail store - that early termination fee is still showing up. All the agents I've spoken to tell me the same thing - the fee will be waived in the next day or two but it still stows up.

At my wit's end here - anyone know how to escalate the issue? 

Accepted Solution

Re: Issues canceling service

Hello cybertooth11. An Early Termination Fee is charged when you cancel your service, and cannot transfer your service to your new location. I can review your account for any miscommunication. Please send me a private message and include your full name, service address, and account number so I can assist you. 

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Cable Expert

Re: Issues canceling service

The ETF is a valid fee, so I'm not sure why anyone told you they would waive it. With that said, I've asked an employee to look into it for you, you should expect a reply in this thread. 




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Official Employee

Re: Issues canceling service

Hello cybertooth11. An Early Termination Fee is charged when you cancel your service, and cannot transfer your service to your new location. I can review your account for any miscommunication. Please send me a private message and include your full name, service address, and account number so I can assist you. 


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