U

Visitor

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3 Messages

Thu, May 13, 2021 1:39 AM

Help with lack of response from Comcast!

Update: Comcast made my last post for help private. Since this post I called and texted with Comcast and they were both non-responsive.  Any leads on help?

I noticed that I was being charged $25 over my normal monthly bill for 2 months, so I called.  I was told that they’d update my account to my previous rate and that I would see a refund. No such refund, cannot even get an agent on the phone.

I finally went in to a store for help with a refund and ending my service at the end of this term since I’m moving to a new building with Comcast bulk service. They also couldn’t help me in store but offered to charge me $10/month cancellation charge for a 12 month contract that was supposed to be backdated - per that initial agent. Comcast is always a disappointment with horrible customer service!

[Edited: "Inflammatory/Solicitation"]

Responses

Visitor

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3 Messages

1 m ago

I noticed that I was being charged $25 over my normal monthly bill for 2 months, so I called.  I was told that they’d update my account to my previous rate and that I would see a refund. No such refund, cannot even get an agent on the phone.

I finally went in to a store for help with a refund and ending my service at the end of this term since I’m moving to a new building with Comcast bulk service. They also couldn’t help me in store but offered to charge me $10/month cancellation charge for a 12 month contract that was supposed to be backdated - per that initial agent. Comcast is always a disappointment with horrible customer service!

[Edited: "Inflammatory/Solicitation"]

Note: This comment was created from a merged conversation originally titled COMCAST [Edited: "Inflammatory"]

Official Employee

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212 Messages

1 m ago

Hello @user_e7c0f0 and thank you for posting to our forums. We have staff here 24/7 on the forums who are able to assist. Please ensure all posts follow community guidelines outlined here: https://comca.st/3ojdqb9

 

Without looking at the account, it sounds as though a promotional price had come to an end, and the discount associated with it as well. We'd be more than happy to take a look at that for you. Any time a chance is made to the account or services, a digital consent is sent for customers to review and approve. Wer cannot make changes to accounts without customer approval.

 

If you are moving to a connected residence that has Comcast services, the Early Termination Fee would be waived:

  •    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.

We can assist in a peer-to-peer communication, as we would have to collect personal account information that cannot be posted publicly in accordance with our community guidelines and customer privacy policy.

 

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/3uL1y3Y
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.


Please include your name, the account holder name as it appears on the account (if different), and the current service address along with the new service address you'll be moving to so that we can apply the ETF waiver.

EDIT: Corrected font color for ETF information.

(edited)

BruceW

Gold Problem Solver

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22.4K Messages

1 m ago

The portion of the employee's post that isn't visible says:

  • 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.

We can assist in a peer-to-peer communication, as we would have to collect personal account information that cannot be posted publicly in accordance with our community guidelines and customer privacy policy.

(edited)

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