Visitor
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3 Messages
Chat
I And messaging you with regards to a charge on my bill $400 for an early termination fee. In January, I received a bill of $258 as I was told that the fees had gone up. In 2025 I signed a contract at your office in Peoria Illinois. That said my bill would not go up for two years that is till 2027. I drove 60 miles one day to contest the fact that I had been charged more as I signed the contract that said it would not go up for two years and that I thought that my bill should be 234. The person at the office told me that that was too bad that the actual service went up. And that there was nothing she could do about it. I don’t know about you but when I sign a contract that says I’ll pay $234 a month for two years that’s what it means. So not only was I cheated by Your company out of an extra 20+ dollars, but I had to drive over 60 miles to be told no. I believe that one time fee of $100 should be reversed because you broke the contract not me. my account number is [Edited: "Personal Information"].. I have been with Xfinity over 30 years and that’s no way to treat a good customer that I always pays on time. There are too many other service providers out there now and I believe you should rethink your policies and the way you handle a 77 year old person living on Social Security.
I do not understand any of your directions
There is no chat box and none of your Instructions listed are listed on my page. There must be a better way
XfinityJustinC
Official Employee
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2.2K Messages
9 hours ago
Hello, @user_kassus thank you for reaching out over Xfinity Forums. You've contacted the right place for support, and definitely understand where you're coming from regarding the changes to the pricing and being upset with being on fixed income. I'd definitely like to investigate the billing increase further, and find a resolution regarding the early termination fee.
When promotions are accepted those are for the core services: TV, Internet, Home phone, Home security while under an agreement. Equipment such as TV set-top boxes or Xfinity gateways, and any subsequent taxes and fees are not part of the agreement and are subject to change and are outlined when approving an order.
- Was the change in pricing for core services, or related to equipment or taxes/fees?
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XfinityAbel
Official Employee
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176 Messages
1 hour ago
Typically, service agreements lock in the rate for certain services, like TV, and or internet service. What it does not lock in is taxes, fees, and equipment charges. I'd be happy to review your previous service agreement with you. Please send a direct message including your full name and service address, and we can get started anytime.
How to Send Us a Direct Message:
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…
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