RE: 1st public post so I can DM Xfinity Support

To Whom It May Concern,

I have been a Comcast/Xfinity customer for more than 20 years. During that time, I have invested a great deal of money in your services and, unfortunately, far too many hours attempting to resolve issues with customer service. Despite those frustrations, I remained a loyal customer for over two decades and always maintained my account in good standing.

Recently, we decided to switch providers so we could obtain 2 Gbps fiber internet service. This upgrade significantly improves my husband's ability to work from home as a radiologist, making the change a practical necessity for our family.

I contacted Xfinity to cancel my service on June 10, and I returned all equipment to an Xfinity store on June 11. Shortly afterward, I received a letter confirming that I would receive a prorated credit of $35.99 for the unused portion of my prepaid service.

Then, on July 21, I received a bill assessing a $110 early termination fee, resulting in a remaining balance of $74.01 after the credit was applied. I was genuinely surprised by this charge because it was never disclosed at any point during the cancellation process. The customer service representative who processed my cancellation never mentioned an early termination fee. The employee who accepted my equipment return did not mention one either. Even the written correspondence I received from Xfinity discussing my account credit made no reference to an early termination fee.

Had I been informed that an early termination fee would apply, I would have asked additional questions before completing the cancellation.

This afternoon, I called customer service seeking an explanation. I was transferred among three different representatives without receiving a clear answer. One representative initially indicated that the fee could be removed before transferring me elsewhere. My final call was so difficult due to excessive background noise that we could barely communicate, and I was ultimately left without any resolution.

After more than 20 years as a loyal customer, I find this experience deeply disappointing. I have never had a late payment or failed to meet my obligations as a customer. It is disheartening that my relationship with Xfinity has ended with an unexpected fee that was never disclosed during the cancellation process.

I respectfully request that the remaining balance of $74.01, resulting from the early termination fee, be waived and that my account be closed with a zero balance. I believe this is a fair resolution given my long history as a loyal customer and the lack of transparency surrounding this charge.

I hope Comcast/Xfinity will choose to conclude a 20-year customer relationship in a manner that reflects the value it places on customer loyalty.

Thank you for your time and consideration. I look forward to your prompt response.