early termination fee sent to collections

I had a early termination fee sent to collections that I was told I did not have. When I cancelled my service I was told I did NOT have a terminations fee. It's been a lot of back and forth with Xfinity being told I did not have an early termination fee to then finding out I signed a new contract 6 months before I cancelled where I was not informed of what I was signing a new contract. I would not have agreed to the terms and conditions. I was sent an email for a free upgrade and noticed my bill was high and asked for it to be lowered. Billing and collections refuse to help me saying my account is closed and even though two of their representatives said I did not have a termination fee they are refusing to remove from my account. Absolutely horrible customer service!

Responses

XfinityPeterH

Official Employee

•

1.7K Messages

3 days ago

user_cbtwm8

I'm really sorry to hear about the confusion and frustration regarding the early termination fee. It sounds like you've been through a lot of back and forth, and I understand how upsetting this situation must be.

Addressing the Issue

Miscommunication: It seems there was a miscommunication regarding the early termination fee when you canceled your service. This is definitely not the experience we want for our customers.
Contract Details: The fact that you were not informed about signing a new contract is concerning. We need to look into this and ensure you were fully aware of any terms and conditions.

Next Steps

Please send us a direct message with your full name and address. This will help us look into your account and find the best solution for you. We appreciate your patience and look forward to resolving this for you.

How to Send Us a Direct Message:

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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