CoCo25's profile
CoCo25
1st Topic

New Poster

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1 Message

Sat, Nov 21, 2020 2:00 PM

ETF fee charged

I canceled services because I had to move back in with family due to the pandemic.  I told the representative when I set up the disconnection that they already had service and specifically asked if I'd be charged an early termination fee.  She indicated I wouldn't, and when I got my final bill I was charged a $200 ETF.  To no surprise, there is no record of the phone conversation.  

Question

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Updated 

19 h ago

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Accepted Solution

ComcastTeds

Official Employee

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18.9K Messages

5 m ago

@CoCo25  Apologies for the issue and the experience that you described above. 

 

We reviewed your account and circumstances again. We have credited the ETF (Early Termination Fee) of $200 in full as a courtesy.  We have also credited any late payments as a additional courtesy. 

 

There is still valid outstanding money due for past services.

 

Thanks for your patience.   

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user_7ba284

Visitor

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3 Messages

Hello, I had been had Comcast Service (Business) more than 15 years and I had been forced out of business (Retired) due to COVID 19 Pandemic.
Now I called in to cancel the service and I moved out of the office I rented.
I was not going to retire but no businesses since 2020 till now..
I was involve into Trade Show Business.
And Comcast charged me for ETF for about $400.00.
Is there any form that I can fill in to wave this ETF?
Thank you.

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1 d ago

0

ComcastAirelle

Official Employee

 • 

103 Messages

Hi there @user_7ba284!

We would be happy to look into this for you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

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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1 d ago

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user_7ba284

Visitor

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3 Messages

Hello Airelle,
Thank you for your quick response.
How can I open the chat with you?
I click that button at the top but just blank window open.
I am a kind of old man ....
So please advise...
Thank you,

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1 d ago

0

ComcastBrie

Official Employee

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124 Messages

Yes, sir! I've included details instructions below:

 

1. In the top right corner, you'll see a little chat icon. Click this "Peer to peer chat" icon or follow  https://comca.st/3xGvY9H

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

 

If you need an example, one of our wonderful Forums Experts has one here:

 

Please include your name, the business name, business phone number, and the business service address.

 

 

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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1 d ago

0

user_7ba284

Visitor

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3 Messages

Thank you for your info.
I finally made window open and sent messages to Xfinity Support but no response...
I know it will take some time but would you please tell me what the next step is?
Thank you,

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1 d ago

0

CCAndrew

Diamond Problem Solver

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25.9K Messages

5 m ago

Sorry, they were incorrect. There’s a legitimate charge for ending service by your choice

0

Again

Expert

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25.5K Messages

19 h ago

@user_7ba284 @ComcastAirelle @ComcastBrie 

Although the OE's here are helping you, you should have been posting in the Business Forum and not in the Residential Forum.  OE's please pay attention to your environment. 😉

If you are a business customer you need to be posting in the business help and support forums.
 
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 you cancel all services while under contract then the ETF will apply.
 

(edited)

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.
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