Company knows about customer service nothing

Service is a total trash! Company wasn’t able keep me online when I moved in a new address, that’s why I was forded to find a new provider and 4 month later some collectors company sent me a email about 197$ fee which I need to pay them to close my bill obligations to Xfinity. I was paying carefully 6 months to them, sent all equipment, was assured that no any additional payments needed, and they wasn’t able to keep my online, so what the hack is happening!? Is there any customer service in a company with a competent managers? Why nobody even texted me or called to solve the problem!? Collectors, really?

There wasn’t any word about two years contract… I would left my review in any place that I would able! And if anyone asked me about your company, you can be sure I will not recommend you ever!!!
Your acting like a scammers, shame on you!!!

Responses

Again

Expert

•

31.6K Messages

11 months ago

@user_memm5x

It sounds as though you had an early termination fee. Were you in a contract at the time you moved? If so, and you moved to an area that doesn't have Comcast it would explain that bill. Did you give you Comcast your forwarding address? If not, then they had to turn the bill over to a collection agency in order to get the payment. You were probably paid up on your regular bill which is why you were told there wasn't any other payment due, but, like I said earlier, if you were in a contract, you would owe that payment. Those kinds of bills come after you've closed out your account. And yes, according to the Terms of Service for using Comcast services an early termination fee is due when you move and break the contract.

user_memm5x

4 Messages

@Again it’s really interesting comparing that I was forced to cancel a contract cause your company unable to give me this service anymore at a new address, but your turning it like my fault! Also the wasn’t any notifications, not via text messages, phone calls, email or post (I paid for redirecting all of the letters to a new address). So you’ve waited without any try to discuss the termination, your manager while cancelation assured me that I don’t need to pay anything and I don’t care if he was a new person in a company or just lied to me! You create all this mess because of lack of customer service and absence of any notification system!

So because it’s Xfinity unable to provide me with there service I demand that it’s not my fault that contract was cancelled. Nobody in his mind won’t pay a company for nothing. So I kindly ask you to check once again the reason of cancellation of a contract and take this fee away because they’re unfounded.

11 months ago

Again

Expert

•

31.6K Messages

@user_memm5x

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 your Services are subject to a minimum term agreement, and you terminate all or any portion of the Services under the minimum term agreement before the end of the minimum term, you may be charged an early termination fee. Review your minimum term agreement for additional details.
https://www.xfinity.com/corporate/customers/policies/subscriberagreement#chargesandbillings

#9a

You agreed to this at the time you started your service. It was also located online under Accounts/Legal Agreements.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer! tick

11 months ago

user_memm5x

4 Messages

The main question, why nobody from Xfinity didn’t sent me notifications about the bill? Comcast area or not I do not know. What did I do when let company know about moving to a new address, correct asked them about changing my address, but all that company manager told me : “Sorry, we won’t be able to connect you at the new address .” There wasn’t any word about Comcast. Even now I do not knot what is this!!!

Nobody from the company contacted me to say, that it would be an early termination fee for 4 month and then you gave this to a collector company! Is this you called service???

Maybe I do not under Comcast coverage, nobody told me!!!! And it’s the way you treat good clients…

11 months ago

XfinityChristy

Official Employee

•

2K Messages

user_memm5x Hello and thank you for reaching out via our Xfinity Community Forum. I'd be delighted to take a closer look at your account to determine how and where the notifications were sent when your account was closed. Your satisfaction is our priority, and I'm here to ensure you have all the information you need. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address for your closed account.

To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

11 months ago

Billing

user_memm5x

Company knows about customer service nothing

Again

user_memm5x

Again

user_memm5x

XfinityChristy

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