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New Member

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1 Message

Wednesday, October 18th, 2023 10:50 PM

Early Termination Run Around

I'm sure this is a common experience, but maybe its just me.  We opened an office in November of 2022 for a one year term for a our new business.  That terms is coming to an end, along with the business itself unfortunately.  We are attempting to close our account, which went smooth as silk to start, even with the "loyalty specialist" going out of their way to say, "looks like you are out of the early termination window".  Which fit my expectation, since our office lease term was also only for 1 year. Except I received the closing document, and at the bottom there is an early termination fee of $490.00 (for a 2 year term).  

I call back immediately to question it, and explain exactly what was said to me by the other "loyalty specialist", and this one tells me that their notes say that he did in fact tell about the early term fee (seriously??).  I ask them to go to the recorded line, it will be clear from that.  I also explain that my term couldn't have been more than a year, given out lease terms were only for one year, it make no sense.  The new LS tells me actually its a 3 year term (huh??).  

1st) It makes no sense for us to have agreed to a 2 or 3 year term.  We wouldn't even have a place to use the service so did the original sale person just jam that into the account opening and we didn't notice it?  Do I have any recourse here? I doubt they keep year old conversation record.

2nd) Why did the first rep today go out of his way to say "you are out of the early termination window so this should be easy" ?  Do I have any recourse here?  I assume the answer is; "see question #1.

3rd) Does Comcast want me to thank thank them that they screwed up their own shady math and gave me a 2year early termination charge vs 3?  

TLDR; This whole thing reeks to high hell.  From jamming in a longer term than was required into the original contract, to lying to my face about the termination fee today, to the fact that is there is a termination fee in the first place, but whatever. 

Do I have to just suck this up? (other than do everything in my power to never use Comcast again?)

  

Official Employee

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26 Messages

8 months ago

Hi there, @Jwniles ! Thank you so much for reaching your Digital Care team. Thank you for your patience while you waited to connect with me. I can most definitley understand your concerns on being surprised by being charged an Early Termination fee. Please be assured you reached the right person to assist you and look into this further for you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it

New Contributor

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2 Messages

3 months ago

I opened a business last summer and had my business internet installed in June. The business was reasonably successful, but due to circumstances beyond our control, the business had to close, by order of the county (long story of county vs. Landlord). When I called to disconnect, I was told we have an early termination fee of $525 ($35 per month for 15 months). We were unaware that the contract was for 24 months or we would have gone with an alternate provider. A customer service representative suggested that we move the service to our home, which we embraced as a reasonable solution. However, in order for the service to be reasonably priced, we have to sign ANOTHER 24 month contract. We can sign a 12 month contract, but the price almost doubles per month. The transfer specialist has been rude at best and at times refuses to respond to my emails. We can't sign a 24 month contract because we are moving to an area that does not have Comcast next year. And no one at Comcast cares. I have never dealt with a company the "Customer Service" was so inaccurate. We lost our business through no fault of our own, and no one at Comcast has even said "Wow that is horrible" or "I am so sorry that happened". It's more like "well, let's see if we can make their bad situation worse". Thanks Comcast, for showing me your true colors. Once we can escape your service, we will never be back and we will tell everyone we talk to about your business practices. All we wanted was some help and you chose to screw us too.  

Official Employee

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77 Messages

 

user_6f376c 

Hi there! Our awesome digital care team would be happy to assist you. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

 

New Contributor

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2 Messages

Michael M. in the loyalty department helped me out and made disconnecting my service doable. Thank you Michael!

Official Employee

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77 Messages

 

user_6f376c We are so happy to hear that your issue was addressed with a sufficient solution. Please let us know if there is anything else we can do for you! 

 

New Contributor

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3 Messages

@user_6f376c​ Hello! How did they end up helping you find a sufficient solution for your problem? Mine situation is quite similar with my business and having 15 months left of my contract.

New Contributor

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3 Messages

18 days ago

Similar to the comment above, I am extremely frustrated with my experience with Comcast and will NEVER use their services again once I can get out of the situation I am in, and encourage everyone else to stay far away. My business has also struggled and I am having to leave the location I have been renting for several years very last minute. With the research I've done with breaking the contract everything has linked me to Xfinity's termination fee which is about $10 a month for every month that you are no longer paying, which seems very reasonable. I was quoted today $525 for 15 months of unpaid service. This is outrageous as NOTHING says that it's the additional cost, and when I signed up for the contract there was no information shared about the cost being higher than what I see online, as well as nothing about the notice needed. My assumption also was that Xfinity is Comcast, and the person on the phone told me "yes, but the termination fees are different." All of this is incredibly deceptive as I haven't been able to find anywhere online that these Comcast fees are higher. I also shared what my situation was and asked if there was anyone to speak with and they shared simply, "no." I cannot believe the poor quality of service I have had and would never have extended my business with them if I had not bought the business that I can no longer keep at this location. If someone could please help in this situation, I would greatly appreciate it. 

Official Employee

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16 Messages

 

user_69d471 Thank you so much for sharing your concern regarding the difference in early termination fees from what you were expecting. The $10.00 a month EFT would only apply to normal residential accounts and services. On any promotion that requires a contract the full terms of the Early Termination Fee and the breakdown of the fees are always shown at the bottom of the customer service agreement so before you agree to a plan that is all disclosed upfront.  We understand things happen I would not be able to adjust the account for you however I would be happy to submit a request for our business escalations team to look into any options that might help.
  •  Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it

 

New Contributor

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3 Messages

I've gone to the direct message icon, started the new message, typed in Xfinity Support but there is no Xfinity Support user in this list. 

Names that come up are like support, SupportersAS, supportatSJ, SupportCallMeNow.

If I'm using comcast business wifi and not Xfinity should it be something else? i searched "comcast support" and ComcastBiz_Support comes up.. is this the user I should message instead?

Official Employee

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33 Messages

 

user_69d471 Our apoligies, you will want to send your direct message to Comcast Business.