Visitor
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1 Message
Early termination fee
I moved to an address that does not have Xfinity lines in due to a natural disaster. The town burned down. I was told it would take up to two weeks to have lines run from the street. I am disabled and have essential Zoom doctor appointments. I went to the Comcast store. After waiting my turn they set up an appointment to install service transferring it from my prior address. I was then scheduled and waited through the whole afternoon window. The techs came out and said oh we don’t have service to your dwelling. We are installing lines individually and it could take up to two weeks. I was told by multiple people I would not be charged a termination fee because I need an Internet connection for health reasons. ATT had lines to my address. Then I got a notice39.99 was going to be withdrawn on 9/20/22. I called and said you are not authorized to withdraw money now because it will overdraw my account and I was told I owed nothing. The person said she would cancel the auto withdrawal. Morning of the 20 Comcast tried to take 39.99 out it was refused as I said I had no money. I put money in and then 43.87 was withdrawn a few hours later. For one I said you no longer were authorized to withdraw money. The guy now is saying oh I had to pay the termination fee and blah blah blah. I tried transfer service. The contract says early termination fees do not apply for natural desires. You have no lines here because the town burned down. So??? If anything you were told not to take money from my account.
CCAnna
Problem Solver
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874 Messages
3 years ago
I appreciate you taking the time to provide us these details @user_cf41ae. I would be happy to take a look at your account and any fees associated with it. This is certainly not the experience we want our customers to have.
Before we discuss your account in private, I just wanted to provide some general information. We will waive early termination fee's, if your current residence is disconnected due to fire, flood, hurricane, tornado or other natural disaster. This would only apply to the address associated with the contract.
As Agents, we don't enter, modify, remove customers credit/debit or checking information. Comcast has a "hands off" approach for security. That being said, I can walk you through removing and cancelling both saved card information and/or automatic payments. This article is a step-by-step guide to remove automatic payments https://comca.st/3Utru1u and this article will walk you through the process of removing stored information https://comca.st/3S78AMg.
Now in order to discuss your account in details, I will need to gather your personal account details. You have reached the right team to help. Can you send us a private message with your full name, name of account holder (if different) and service address? To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!
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user_b40141
Visitor
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1 Message
3 years ago
I transferred my xfinity internet service to my new address couple of months ago and then I also saw an early termination fee of $140.60 on my account. I contacted multiple agents at that time and they all said these would be removed and these are incorrect charges. Now, I have received a mail from debt collector that I owe a debt of $140.60 to Xfinity for those same early termination charges. I have contacted multiple xfinity agents for 3 hours on chat but to no avail. Then I got connected on call to an agent who also noted that it doesn't make sense to be charged for early termination since I am still an xfinity customer and have transferred my service to my new address but was not able to do anything. She said that she would transfer me to their collection department so they can fix the issue. She kept me on hold for 2 hrs. I had to ultimately disconnect. This is such a huge mess with Xfinity- they don't know what is going on with their customers accounts. I only hope for some miracle to get this issue resolved.
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