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user_4e99f5
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Thu, Apr 8, 2021 11:07 PM

"Early Termination Fee" ($120) on final bill... after +4 years as an Xfinity customer

I recently moved out of the Xfinity service area (Portland OR).  I called to schedule cancelation on my move date, asked about final bill/extra charges, and was told there would be nothing so long as I returned the DVR equipment.  Did that, and last week I got my final bill with credits for all the prepaid services up to the date service ended, but that was more than offset by a $120 "early termination fee." And I've been a loyal Xfinity customer/user for +4 years.  Today I "chatted" and actually spoke to 3 different Comcast employees.  All were kind to "value my loyalty" and "sorry to see you go" (who writes these scripts?), but in the end no one would/could reverse the charge.  And with NO EXPLANATION!  I've disputed the auto-pay charge with my bank (who I've been with +40 years).  I think they'll take care and reverse the charge, but SHAME ON YOU, COMCAST (AGAIN)!

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23 d ago

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Expert

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25.5K Messages

1 m ago

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.

The above is spelled out in your contract that you agreed to when accepting service.

 

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ComcastMartin

Official Employee

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2.4K Messages

1 m ago

Hey @user_4e99f5

 

Our team wants to do our best to help any way we can. If you would like we can pull up your account in private and go step by step through the process of gather information about your final bill and why it is that amount. 

 

These fees are associated with moves when you disconnect all services. As long as one line of Comcast service is kept, the fees would either be waived or not applied at all. More information is written in the agreement that was sent over when the new promotion was accepted. 

 

Thank you for the time you were a customer! We appreciate it! Please feel free to ask any questions or let us know if you would like us to take a deeper look into the situation through our Corporate Forums team. 

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