U

Visitor

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2 Messages

Tue, Apr 13, 2021 5:56 PM

Two agents said they credited me back the early termination fee but the balance was still there

I moved to an area without xfinity service so my connection was cancelled on Jan 31.

Recently I received the bill with $30 early termination fee (paper bill forwarded by USPS).

I chatted with an agent Sheldon on Mar 30, he said he'd waive this fee by put credit into my account.

Somehow he only put $2 credit so I still have $28 in my balance.

So I chatted with another agent Chanakya yesterday morning and was told (again) that I'd be credited and no need to worry.

Today I checked my account, it's still $28 in my balance.

Please help.

Responses

ComcastAnna

Official Employee

 • 

100 Messages

1 m ago

Hi @user_cc610f, thank you for reaching out over Xfinity Forums. I am sorry to hear you have had this experience. I would be happy to help. I will need to gather some personal information first. Can you send us a private message with your full name, full name of account holder (if different), and service address? To send a private message click the chat icon in the right corner and select the shared handle "Xfinity Support" to send the message. We look forward to hearing from you!

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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Visitor

 • 

2 Messages

@ComcastAnna

I went to https://forums.xfinity.com/peer-to-peer-chat and send a message to Xfinity Support but no one is answering.

Official Employee

 • 

100 Messages

@user_cc601f, thanks for your patience. We have responded in private :). I certainly look forward to continuing our conversation!

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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Again

Expert

 • 

25.5K Messages

FWIW:

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.

Always read your contracts, no matter what kind they are.  This was spelled out in your contract.

 

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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