Visitor
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1 Message
Sunrise Debt Collection for a Debt that Xfinity Waived
I was contacted this morning by Sunrise Debt Collection for the debt of $137.57, the cancelation fee that I was told almost a year ago was waived. I couldn't keep my Xfinity internet service because I moved, which I explained to multiple agents (including a supervisor) back in February which resulted in them saying 'you don't have to worry about it anymore, we have dropped the charge'. I have these chat logs saved and have sent them to Sunrise... can you people please for the love of God, update your system so this doesn't keep going on!?
XfinityAldrik
Official Employee
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2.3K Messages
3 hours ago
Thank you for reaching out to us @user_rywa! When subscribing to a contracted promotion, an order summary is sent with details regarding the minimum term agreement. The order summary includes a link to our Xfinity Residential Services Agreement. As mentioned in our Xfinity Residential Services Agreement, the early termination fees are charges if services are terminated before the end of the minimum term.
When moving outside the footprint or to an address that already has another customer’s services installed, the early termination fees are charged due to the services being terminated during the agreement.
Could you please send our team a direct message with your full name and full address? Our team would like to take a further look at the notes on the account from February. To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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