Cancellation fee waiver

Hi, I’m writing in regards to a cancellation fee.

I have spoken with multiple different customer service agents about this fee and have been told several times that it would be waived. Every time, I am told I will receive a confirmation email (which never comes) and the call is eventually dropped while I am on hold with no follow up.

Last time this happened I called back, was put on hold again, and opted to receive a callback when it was my turn. The callback I received was an AI bot that was completely useless. The only piece of information I have is case number ECM0021006611. Please confirm for me the existence of the case.

Please note that despite the hours I have spent on hold and on the phone about this bill, I have now received collections letters from two different agencies. I am extremely disappointed with the customer service I have received. I can almost guarantee that I will never be a Xfinity customer again.