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user_97bb27
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10 Messages

Wed, Sep 8, 2021 8:24 PM

Collection

I had service for years and always paid on time but a year and a half ago I moved to a area that Comcast didn’t provide service while under contract and was told that the Comcast wouldn’t penalize me for moving since they didn’t provide service here. This now is the second time it’s been turned over to collections? I’m disabled and this is the way Comcast treats customers! Beware!!!

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3 m ago

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Accepted Solution

XfinityMorgan

Official Employee

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2.9K Messages

3 m ago

Hi, user_97bb27. We are very sorry for this experience. It's never good to be told something and expecting, and then for it to end up not happening. Especially when it comes to something like this, so thank you for bringing it to our attention. In the contract terms for the package that you agreed to, it does state that you will be penalized for breaking a contract even if Comcast service is not offered in the new location, but may I ask who/where/when you were told you wouldn't end up being changed for it? We might be able to look up a phone call and/or do some additional research to help you out. 

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user_97bb27

Visitor

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10 Messages

3 m ago

Thank you for your response. The address was {removed PII} … I did ask Comcast to look up the phone conversation to show I am telling the truth but they told me they use the recordings only for quality control…

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XfinityMorgan

Official Employee

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2.9K Messages

Phone calls are for quality control and they do require special access. We have the ability to use them for reference in certain circumstances, depending on the situation. Do you happen to know the date that this phone call took place? 

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3 m ago

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user_97bb27

Visitor

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10 Messages

I’m guessing sometime in February of 2020 but also called several times after to try to clear this up plus talked to someone on Twitter and they had it removed but a collection agency just brought it back out! I C System collection

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3 m ago

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XfinityMary

Official Employee

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181 Messages

I appreciate these details. We certainly want to review the closed account and see what was mentioned. To discuss your account in more details, can you please send us a Private Chat Message with your full service address as well as your first and last name? 

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 m ago

user_97bb27

Visitor

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10 Messages

Picture shows last August 6th of 2020 account was disputed and closed. 🤔

(edited)

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3 m ago

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XfinityTony

Official Employee

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289 Messages

According to the screenshot, the dispute was closed and the record was found to be accurate. I will not be able to look into the account unless you are able to access your direct messaging. Do you see the message icon in the upper right? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 m ago

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Again

Expert

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26.7K Messages

3 m ago

@user_97bb27 This is stated in your contract which you agreed to at the time.
If you are under a contract and you need to cancel service, you may be subject to an early termination fee (ETF).
 
  •    If you move to a Comcast serviceable area, and transfer service, you are not charged.
  •    If you move to a Comcast serviceable area, and do not sign up for service, then the ETF would apply.
  •    If you move to a non-Comcast serviceable area, then the ETF does apply.
  •    If it is an active duty military deployment, then the ETF will be waived when you send documentation.
  •    If the account holder is deceased, the ETF will be waived upon receiving a death certificate or obituary.
  •    If you downgrade service, then the ETF will not apply.
  •    If you have a Double/Triple Play and remove all but one service, then the ETF will not apply.
  •    If you cancel all services while under contract then the ETF will apply.
 

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