Early termination fee

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My son had the xfinity account in his name and lived with me. He moved out and I didn’t need the same level of service and wanted to change the account to my name. I spent over 10 hours on the phone with xfinity agents who all gave me different advise with two of them telling me they would call me back and never did. I went to two different xfinity stores five times with no result. After not having internet service for over two weeks (because they threatened to charge me if I didn’t turn in their equipment) and being put on a fraud alert by xfinity I finally had a new account. Now I am receiving notices of an early termination fee of $110 …. at my address but addressed to my son under his account number. I now understand that a contract can be downgraded in service with no fee charge. If any agent had explained this to me this would have been so much easier. I would like this early termination fee dismissed. The last agent I spoke with told me she would send in a complaint and I would receive a response by email in 3-5 days. This never happened. Again, I would like this ETF dismissed. can someone at Comcast/Xfinity please contact me?

This is my original post on the forum.  I would like to see if I can have this ETF dismissed, due to the fact that had I kept my son’s account and just downgraded the service  this would not have been an issue.  Also I spent over 10 hours on the phone, visited Xfinity stores 5 times and had no internet for over 2 weeks.  I think this could have all been avoided if any of the agents knew what they were doing.  Thank you

Hi there, @user_fngf0j ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I definitely understand your concerns regarding being charged $110 early termination fee. Please be assured you reached the right person to look into your concerns. Can you please DM me your first and last name, along with your full service address so that I can assist you further.

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.