Formal Dispute: Erroneous $110 Early Termination Fee

Subject: Formal Dispute: Erroneous $110 Early Termination Fee 

In January 2026, I contacted Xfinity to transfer my service to a new address. After verifying that my new location was outside the Xfinity service area, a representative instructed me to return my equipment and pay my final balance in-store to close the account. I followed these instructions exactly. At the store, staff confirmed my equipment was received, my balance was $0, and my account was officially closed with no further obligations. 

Now, three months later, I have received an unexplained $110 Early Termination Fee (ETF).

I spent 30 minutes on the phone with Customer Service to resolve this. The representative verified that my new address is not in a service area and acknowledged that I followed the correct procedures. However, he claimed he was "not empowered" to waive the fee because the account is already closed. 

It is unacceptable to be billed for a closed account while simultaneously being told the account is too "closed" to fix a billing error. This mirrors a previous negative experience I had with unauthorized mobile charges, and it is a poor way to treat a long-standing customer who may return to a service area in the future.

I am requesting an immediate waiver of this $110 fee and a written confirmation that my account balance is $0.