Visitor
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1 Message
Being charged ETF, but was told no fee would be charged
Hello, I called and cancelled service the other day. The agent confirmed that they had stopped the auto-pay on my account, advised me NOT to pay the current normal bill, and stated that my FINAL BILL total would be $31.66. However; when I logged on to see my account, there is a $20 ETF listed under upcoming charges, which, when combined with the credits for the prorated month etc, would make my bill total $51.66. I would like assistance removing this fee from my account, as this is not the correct FINAL BILL total that I was provided.
XfinityAmandaB
Official Employee
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3.2K Messages
9 hours ago
Thank you so much for reaching out for help with your final bill. I can understand why you are reaching out if you were expecting one total and appreciate the chance to help. If an ETF appears, it is because you have a contract with your plan when ending your services. Since the contracts are for a fixed time frame, if services are ended early, there is a $10.00 per month remaining fee applied. This was all outlined in the promotion details when you approved the pricing for your plan. The total would be correct if you had two months remaining on your agreement =$20.00, ($10.00x2), and then your prorated charge for the partial month would apply for the $31.66. Your customer agreement details should still be available for you to view in your Xfinity My Account.
This is one reason we have gone away from contracts with our new promotions, so customers do not have to worry about counting months or what is left on their agreement if they have to move where they can not get our services.
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