Military Orders-Billing Issue

Hello Xfinity Support / Digital Care Team,

I'm reaching out here after frustrating experiences on the phone, hoping for proper resolution on a $133 early termination fee that I believe should be waived due to my wife's active-duty Army PCS orders.

Quick background: We had Xfinity internet (bundled originally with phone) in Indiana. About 1-2 months ago, I contacted Xfinity to discuss cancellation because my wife received permanent change of station (PCS) orders relocating our family to the Fort Cavazos area in Texas. We kept Xfinity Mobile service for a short time after dropping internet (using my own phone, no device financing or contract), but I returned the internet modem over a month ago with confirmation.

Recently, I was billed a $133 ETF for the internet portion. I have no device contracts on mobile, and the modem was returned promptly—no equipment charges.

I called 1-800-XFINITY to dispute this under your military relocation policy and SCRA protections. First rep (sounded overseas) transferred me to a "customer resolution" agent who was quite smug and denied the waiver, stating: "If the account is in your name and you're not the military member, we can't do anything." I explained we're married, the move is mandatory per her orders, and I couldn't just "stay in Indiana" to keep service—it's a full family relocation due to PCS. She insisted "that's right, there's nothing we can do." I told her I don't accept that, and it feels like a scam, then hung up in frustration.

From what I've read on these forums and elsewhere, Xfinity does waive ETFs for PCS moves (even to non-service areas) upon submission of orders, and many similar cases (fiancées, children, or spouses with the account in the civilian's name) have been approved once documentation is reviewed. This should qualify, as the entire household relocated per active-duty orders.

I have my wife's redacted PCS orders ready to upload securely or DM (SSNs/blacked out, of course). Please assist in reviewing and removing this $133 fee—it's unfair during a military move.

Thank you for your help—appreciate the support for military families.