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Visitor

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2 Messages

Mon, Jul 19, 2021 10:26 AM

Account cancellation charade

Readily traceable stored communications information would establish for the record that I actioned online my Xfinity service cancellation request early on June 2021.

In that form, I explained that the reason for the cancellation was the fact that I was moving abroad with immediate effect and therefore getting hold of me telephonically would probably be difficult (a, it is a trunk call and b South Africa, which is where I moved to, is 6 hours ahead of ET). I explained all of that, clearly

 

A customer's resolve to cancel service constitutes a unilateral decision and not a motion subject to approval.  In fact, the word "request" is a misnomer, a polite way of expressing "I have decided".

Xfinity's cancellation procedure, stipulating the need for a follow-up telephonic conversation:

"We take our customers' security seriously, so we'll give you a call within two business days to verify this request"

is (clearly, in my view) none other than an unnecessary obstacle put in place in order to render the cancellation process a little more difficult and/or to create an opportunity to attempt to convince the customer not to go ahead with it.

 

The correctness of the above interpretation is evidenced by the following: Why isn't such "zest to protect" implemented in your account opening protocol? You don't say "We will give you a call in one or two days just to make sure that you do want to sign up...".

I did receive an acknowledgment of receipt in the form of a push notification but the cancellation was not processed and consequently, I received a statement for the month of July.... followed then by a "late payment" notification.

I then made the costly phone call, and your polite agent, aside from inquiring how the local weather was treating me, gave me reassurance that the cancellation was now processed and that the incorrect billing would have been reversed.

I yesterday received a new Statement showing now billing for July, and  August, AND a $10 late-payment penalty!

Under Clause 9 ("Termination") of the  Xfinity Residential Service Agreement, the following is stipulated:

If your Services are not subject to a minimum term agreement, you may terminate the Services and this Agreement for any reason at any time. You must notify us that you want to terminate in one of the following ways: (a) mail a written notice to our local business office; (b) send an electronic notice to the email address specified on www.xfinity.com; (c) provide notice in person at a service center; or (d) call our customer service number during normal business hours.

It's on the records that I actioned my service cancellation request in compliance with the above terms.

Had there been grounds for a non-acceptance there should have been a formal notification, isn't it?

I reckon that being billed as I was - given the facts- is not only highly annoying (as it is having to recourse to this platform to seek resolution) but also unlawful.

I am being charged for a service that I canceled in compliance with stipulated acceptable cancellation means.

If my perception is incorrect, kindly offer me an explanation.

Otherwise, whomever at Xfinity deals with this posting, please forward it to the relevant department/decision-maker in order to give final and rightful closure to this issue. 

Sincerely,

  

 

Responses

Official Employee

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140 Messages

2 m ago

Hi @user_60dae3

Hey there, I am sorry to hear you have had a poor experience, this is never what we want for our customers. I would be happy to help and look into your cancellation concern. send us a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat. Thank you for giving a description of your concern to see can help right away once we get your information.
 

Visitor

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2 Messages

@ComcastAshley 

If you are sorry, the onus is on you to resolve, not me. I have done enough clickings to no avail!

Do you want to resolve an issue with a very unhappy customer unfairly treated?

Get a PERSON to contact me.

Thank you

Official Employee

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309 Messages

I'd be more than happy to assist you, but this a digital platform where we communicate with our customers through public posts and secure private chat, both for the convenience of our customers, as well as to preserve a permanent record of all our interactions.

 

If you would prefer to speak to someone on the phone, you can call 1-800-266-2278 or 1-800-934-6489. You can also schedule a call using this link: comca.st/2KsO4p0, if that's more convenient. Please let me know if I can be of assistance.

I am an Official Xfinity Employee.
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