Called to cancel, and got hung up on because I asked for proof of contract
So I have been a customer since 2013 and after months and months of really hating the $250 monthly charges, I called them around March 2020 to see if they can do anything to my account to bring the bill down. I said I needed to cancel so they removed some features I didn’t need but I remained a customer. The bills were way too high for tv I do not watch anymore (and internet). I was month to month at that point. I do not recall agreeing to a new 24 month contract. Edit for clarity: I verified at the time that I would not enter into a new contract and that it would remain month to month. This was all over the phone.
Anyway. Fast forward sept 2020. Called to cancel today and the lady was very nice. She said she will cancel and send me a final bill within 30 days. She then said there is a termination fee of $180. I politely ask why, Because I said I was in a month to month. Long story short she said I was in a 24 month contract. I repeatedly but calmly ask for proof that I agreed to a 24 month contract by signing something or verbally agreeing to something. She had zero answers and just kept referring me to the boiler plate contract she emailed me while on the phone. Note: this was the first time I had seen the contract (which was not signed by anyone-just a letter/statement). No proof. If I DID agree to it then my bad and I’ll pay the break up fee, but I never would have agreed to it if I was in month to month. After the lady decided she had no real answer for me, she hung up on me. What recourse do I have and should I just not pay their fee? They have my auto bill Info so that scares me!
Posted Sep 14, 2020, 4:45 PM UTC · edited
Sounds like you agreed to a new deal in March and didn't pay attention to the details.
I’m claiming the new deal did not include a new 24 month agreement. They cannot show proof that I agreed to a 24 month contract. The point is, why is it so difficult to just send me the contract and say “look you signed here”. This is how any other business situation would work.
Try this
https://www.xfinity.com/support/articles/my-account-find-contract
Thanks. Yes the person I talked to sent me that and I saw they sent me a boiler plate “24 month agreement” contract, but I did not sign it and there are no signatures.
I get you’re trying to find any way around, but it sounds like you absolutely agreed to it, you just didn’t look at the approval text/email closer. Look back to March when you signed up for your new package, you’d have gotten a confirmation email there that sounds like it would reiterate the same 24 month terms.
This isn't TV. Welcome to the real world where this doesn't matter. You can have a contract without signatures and it is a perfectly valid contract.
You admitted to calling them in March and getting a new plan. What you insist on calling a "boiler plate" contract is just the basic contract they use and is a meaningless buzzword which has no bearing on the situation. You agreed to the new plan, paid the amount for the contract promotion, received the services you agreed to.
As a life lesson, you should really pay more attention to what you agree to.