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Non-serviceable move with Early Termination Fee

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Non-serviceable move with Early Termination Fee

I had recently moved from an apartment to a new home. Turns out the new house is not serviceable by Comcast when I went to transfer services using the moving specialists with Comcast. I was told the ETF would be waived since the new address was not serviceable. At this time I was transferred to the billing dept to finalize cancelling my service. I was told again that the fee would not apply and that was not going to be a balance on my account. Soon after, I received a bill at my new house for $190 for the ETF. When I called customer service about this, I was now told that I do have to pay the fee and that "notes in their computer" state I was told the fee was going to apply....this is not the case. I was told twice by 2 different representatives that this fee would be waived and that the fee is disputable if it is charged to someone moving to a non-serviceable address. This issue is so upsetting considering I had been a loyal customer and had every intent on staying that way. Very bad practice by a company to charge fees in a circumstance that is completely out of a customer's control. Cancelling on your own will is one thing, but when service is not available that's very different. So disappointing!! Very sneaky and deceitful company. I don't think I could ever be convinced to go with Comcast again next time I move back to a serviceable address...lost a good customer!!
Most Valued Poster

Re: Non-serviceable move with Early Termination Fee

mkw08001,

 

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New Poster

Re: Non-serviceable move with Early Termination Fee

Same thing happened to me. Talked to multiple agents and they all said that I would not be charged a fee but when I saw my bill online, there is an early termination fee. This is not the first time one representative said one thing and the other said they had no idea. Makes you wonder what calls are recorded for quality purposes... turns out there is no quality in their product.

Regular Contributor

Re: Non-serviceable move with Early Termination Fee

Unfortunately it doesn't matter what the reps say. They either are not trained properly or just lie to get people off the phone.

 

 

It matters what your contract says 

 

And just to warn you...the contract says they will charge you the ETF if you move to a non servicable area. 


Formerly RobandMar.....moved accounts and lost screen name
New Poster

Re: Non-serviceable move with Early Termination Fee

This sounds like a very common occurrence. And I am the most recent victim, as the same scenario just happened to me. I called comcast several weeks back to let them know I was moving to a new address and would like to have my services transferred over. I was first told that they did indeed service the new address, since the address was coming up in their system. Then, I was later told that they didn't service the address currently, but the services could be installed there & I would just need a technician to come out. Finally, I was told that the address was completely out their service area, and there was no opportunity to have Comcast service the address. So, I initiated plans to have my existing service cancelled. I was told by Comcast representatives on at least 3 different occasions that I would not be charged any early termination fees because the address that I am moving to is non-serviceable. I then put in a future date for my services to be cancelled, which was about 2-3 weeks in the future, and they completely cancelled my services 2 days after my call. So, I was without service for several days before they could get everything back up and running. Then, a week later, I receive a $700 bill for not returning the equipment even though my account had been re-activated. I was told not to call in & place an order for cancellation until the date I was ready to do it because they have been having glitches in their system that terminates the services earlier than the order is submitted for. So, I call today to initiate cancellation and I'm told that I'm going to be hit with $420 in cancellation fees despite what I have been told by other reps in the past, despite the fact that I'm moving to a nonserviceable address, and despite the fact that I'm 15 months into the agreement (e.g. it's not like I just signed up for the service last month and am now cancelling). What a horrible way to begin my Sunday Morning.

 

So, the end of my service with Comcast is shaping up to be as tumultuous as the beginning was, where they took over a month to get my home phone number ported over and they never sent or installed the security camera I was promised when I signed up for the quad play package that included home security. I've been a loyal Comcast customer for many years now. My bill has always been paid on time (until the most recent debacle where they cancelled my service and wiped out my auto pay). It's unfortunate to receive such poor customer service & unfair treatment, especially for a situation that's out of my control (Comcast not offering services at my new address). To add insult to injury, I'm having to dealing with this in the midst of coordinating a move to a new home, which should be a joyous and exciting time in my life. Thanks, Comcast, for complicating this process. If your services are ever offered at my new address, I would have to decline. You've lost a good, loyal customer.

Problem Solver

Re: Non-serviceable move with Early Termination Fee

Hi kirk5586,

 

I apologize for the customer service you have experienced. Customers receive a special price or offer in exchange for agreeing to keep the service for a certain period of time. Since the original agreement of the duration of service could not be maintained at the new address, the ETF is applicable.




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New Poster

Re: Non-serviceable move with Early Termination Fee

Very interesting that I've seen other people post to these forums with the same/similar situation who ultimately have had their fees waived. Looks like Comcast's handling of these situations is very random & inconsistent. Bottom line is that it's an unfair practice, and customers should not be penalized for the limitations of Comcast's service area. Further, part of the communication upon offering your "service" packages to a potential customer ought to include the guidelines under which termination fees will apply prior to the client signing up for the service. It speaks volumes that your own workforce is not familiar with the supposed terms & conditions on your contracts, as evidenced by the fact I was told on several occasions that no ETF's would apply. How would you expect a client to know this info when your own employees don't? This is just additional evidence in how inconsistently and randomly these terms are being applied.Very unsavory business practices in my opinion.

Problem Solver

Re: Non-serviceable move with Early Termination Fee

Hi kirk5586,

 

I apologize for the inconvenience this has caused you. I was unable to find evidence on your account stating the Early Termination Fee will be removed if Comcast services are not available at the new location. Please reply with date and time of the phone call when you were informed the Early Termination Fees will be removed if Comcast services are not available at the new location. 




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New Poster

Re: Non-serviceable move with Early Termination Fee

7/7/16 around 8:30 PM

7/20/16 around 7:30 AM

7/30/16 around 1:00 AM

8/21/16 around 11 AM

 

I had a rep tell me just this morning around 11 AM that she saw notation in my account that I should not be charged. Yet, another rep today saws that she saw no notation. How could one see it and another not? Unethical business practices.

New Poster

Re: Non-serviceable move with Early Termination Fee

Oh, and I forgot, I was given yet another verbal variation of an answer today. "If I kept at least one of the 4 services from the quad play active, I would not receive any early termination fees." But, I'm moving to a new home for which you don't provide any services...so how would this be possible? So many variants in Comcast's responses.

Admin1

Re: Non-serviceable move with Early Termination Fee

kirk5586 -- I reviewed the calls made on those dates. None of the agents on those calls had told you that ETF's would be waived for moving to a non-Comcast area. There are no other notations on your account offer to waive these charges. 

New Poster

Re: Non-serviceable move with Early Termination Fee

That is untrue. As I mentioned, someone told me that as recent as this past Sunday. But, at this point, I wouldn't expect anything other than untruths from Comcast & its employees. I'll just lodge my complaint with the BBB along side the coutless number of other complaints already submitted for Comcast's devious and unethical practices.

Admin1

Re: Non-serviceable move with Early Termination Fee

I'm sorry you feel that way. We'll receive your BBB case and it will be handled by a case handler for final review. 

New Poster

Re: Non-serviceable move with Early Termination Fee

Same old copy and padte reply. 

Frequent Visitor

Re: Non-serviceable move with Early Termination Fee

I just experinced this same issue today. Moving to an area that has no Comcast service and still being charged an ETF. I’m livid. I’ll not use Comcast again, even if it’s the only option.

 

Expert

Re: Non-serviceable move with Early Termination Fee


btwarner56 wrote:

I just experinced this same issue today. Moving to an area that has no Comcast service and still being charged an ETF. I’m livid. I’ll not use Comcast again, even if it’s the only option.

 


For correct information regarding Early Termination Fees please see here.
 

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Frequent Visitor

Re: Non-serviceable move with Early Termination Fee

Thank you for the response, and even though it’s the case, it stinks and it is complete nonsense. 

Done with Comcast.