Visitor
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1 Message
Billing
Subject: Incorrect Early Termination Fee in Collections - Multiple Failed Supervisor Call-Backs
Hello,
I am requesting urgent assistance with an Early Termination Fee (ETF) that was incorrectly applied to my account and has now been sent to collections.
In August, I moved to a new residence. As this address is not serviceable by Xfinity, I was explicitly told by a representative that I would not get charged any hidden fees, or cancelation fees when I canceled my service and paid my final bill in August.
Despite this, a fee was charged. I have called customer support four times, speaking with agents including Marvin, Kass, Charlie, and Alex on 10/27/2025. I was promised supervisor call-backs multiple times, but these have not happened—one call disconnected immediately after I answered.
According to Xfinity's own policy, this fee should be waived with proof of move to a non-serviceable area. I have that documentation ready.
Can an @XfinitySupport representative please intervene? This needs to be resolved before it further impacts my credit.
Thank you
Accepted Solution
XfinityJustinC
Official Employee
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2.2K Messages
5 months ago
Hello, @user_g3luit I wanted to touch base with you to let you know the early termination fee has been taken care of. I followed up in our direct message conversation as well to go over the specifics regarding the refund amount you'll receive based on the difference of your last payment to the days service was used from the last billing cycle. The refund will first be attempted to be returned to the last payment method used ,and if any issues going back to the last payment method used. You'll receive an email on how to claim the refund, here is a great article that has more information: https://www.xfinity.com/support/articles/refunds-from-xfinity
Please let me know if there are any other questions I can answer, or anything further I can assist with.
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XfinityJamesC
Official Employee
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2.8K Messages
5 months ago
Greetings, @user_g3luit! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this early termination fee. You have definitely come to the right place for assistance.
Under normal circumstances, simply moving to an area that we do not service is not sufficient to request a waiver or reversal of your early termination fees, unfortunately. Those fees will still be enforced unless the move is related to a natural disaster, military transfer or deployment, or the passing of the primary account holder. That being said, if one of our colleagues explicitly stated that your fees would be waived, we can definitely investigate this.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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