1 Message
Service Member Civil Relief Act
When I called to cancel my service. I let the representative know that I was moving as a result of military order. My understanding at the end of the call was that that was understood and I would not be charged an early disconnect fee. Now, I'm not only being charged the early disconnect fee but the bill was sent to collections shortly after a ticket was closed on the subject not in my favor. Who do I need to talk to to have this cleared? What documentation do I need to provide to prove my move was due to orders and that I moved to a place that I could not continue my xfinity service due to it not being available? I just got off the phone with an customer service representative that could not contact me with a supervisor or a corporate number. His supervisor was too busy and they aren't provided with corporate numbers.
XfinityAlyssaA
Official Employee
•
1.7K Messages
3 months ago
Good evening @user_s430k7, and thank you for reaching out on our Community Forums today and bringing this to our attention, we appreciate it. I see that you stated you reached out to cancel service due to military orders and were under the impression you would not be charged an early disconnect fee. We appreciate your service and are sorry to hear about the frustrating experience altering being charged the fee and then sent to collections. Rest assured, our team is on your side and here to help.
We can review your account and ensure that the fee is properly credited but this will first require us to collect a few pieces of sensitive information to locate the account. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further and making this situation right.
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