If I book a service call, automatically charged $100?

My 2,000 mb line is great in mornings. In evenings it drops as low as 300 mb. When I try to book a service call I get hit with $100 charge immediately. The problem is not mine. I disconnect everything from equipment and still get same results. As a former Comcast construction coordinator I know what is wrong.   The hub, or more likely the node is over saturated in the evenings resulting in slow connections. How do I get someone out here without paying? When I signed up for this service I was not aware how bad the customer service had gotten .