2 Messages
Early Termination Fee
Due to moving I needed to close my Xfinity mobile and internet services. Once closed there was a $70.00 Early Termination Fee added to the account. According to the Xfinity website https://www.xfinity.com/search?q=termination+fee it states, "Xfinity Mobile does not require a term contract, allowing customers to cancel their service at any time without incurring an early termination fee."
How do I contact a real customer support person to get this refunded? The customer support person I spoke with said this only applies to mobile but when I log into the account and search for termination fee, there is no designation that this does not apply to internet as well.
Thanks for your help.
XfinityFrank
Official Employee
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1.8K Messages
7 months ago
Hi there, @user_pqtjsi! Thanks for reaching out to us here on the Community Forum! Typically, early termination fees are associated with standard services as opposed to mobile, and there would have been a contract. That information should be shown on the billing statement as well as when you signed up originally. We can certainly take a look and see what the situation is in your case! Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks!
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user_pqtjsi
2 Messages
7 months ago
Thank you. When I clicked on the chat icon I received this message:
Not Found
404
The page could not be found or you don't have permission to view it.
Is there another option?
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Again
Expert
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32.8K Messages
7 months 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.
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user_rcrt6m
Visitor
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1 Message
1 month ago
What happens when you call customer service to cancel and the rep tells you they are going to waive the ETF, it's in the notes from the call, and Xfinity still charges you?
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