Visitor
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3 Messages
Early Termination fee
Subject: Incorrect Early Termination Fee
Hello,
I am requesting urgent assistance with an Early Termination Fee (ETF) that was incorrectly applied to my account.
In February, I moved to a new residence. As this address is not serviceable by Xfinity, I was explicitly told by a representative that I would not get charged any hidden fees, or cancelation fees when I canceled my service and paid my final bill.
Despite this, a fee was charged. I have called customer support three times, the last time being today. In both of the conversations prior to today, I was promised a refund by your agents. (Please refer to the notes that accompany my account. The latter of the two calls was on 03/19/26.) Today I was informed that no refund would be forthcoming because my account was still under contract until June.
According to Xfinity's own policy, this fee should be waived with proof of move to a non-serviceable area. I would very much appreciate the refund of this termination fee as promised.
Can an @XfinitySupport representative please intervene? This needs to be resolved at once.
Thank you
XfinityRichard
Official Employee
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3.1K Messages
2 days ago
Hi there! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry to hear that you were told that you would not be charged an ETF which was charged to you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
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.
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