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Loluog
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3 Messages

Thursday, August 21st, 2025

Account at previous address placed under collections falsely

How do I get false collection removed from my credit report? Xfinity has removed the charges from the account but for some reason it's an act of God and I've been lied to by 3 separate agents saying they mailed it and will email and nothing has been received. I'm ready to cancel my account and pay a cancelation fee if I need to because I've spent entirely too much time on this one topic when I did absolutely nothing wrong. I can't get a live person on the phone and the chat agents are absolutely useless. I'm buying a home and because eof this false information on my credit report my mortgage payment is going to be between $100-$200 higher every month. The credit reporting agencies are no help because they just ask the collections agency if the info is correct and they say it is. So the credit agency just shrugs and says too bad. 

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3 days ago

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XfinityJustinC

Official Employee

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1.5K Messages

3 days ago

Hello, @Loluog thank you for reaching out over Xfinity Forums. Sorry to hear about the collection report issue, and completely understand wanting to get this resolved with trying to purchase a home. From experience, I know that it can take some time for the collections report updating to occur (typically 30 days). 

- When was the previous address balance fixed?

- Did you have any collections tickets opened from our end? 

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Loluog

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[edit: personal information - ticket number]

Was the first ticket number I received. 

Then I got this confirmation number [edit: personal information - ticket number]

Then when I didn't get the email I was promised I got this ticket number today [edit: personal information - ticket number]

That's understandable that it takes time to remove it from my credit that's why I need the letter. A letter from Comcast/Xfinity stating the account is being removed from my credit report will be sufficient for the mortgage company to take into account that my interest payment should be lower. 

(edited)

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3 days ago

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XfinityJustinC

Official Employee

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1.5K Messages

@Loluog thank you for confirming there have been a few tickets opened. I'd like to investigate those further and can leave an update on the open one of what you're looking to get accomplished regarding a letter updating the collections removal. 

Since I'll need to gather some information that we don't want in our public conversation.

Could you please send our team a direct message with your full name and full address?

 

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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Loluog

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@XfinityJustinC​ In the past 24 hours I've done a chat and spoken with 4 different chat agents. I am tired of typing the same content OVER and OVER again to either be lied to or be told they can't do anything. What's the point of sending a direct message? If you cannot help me here or call me then I will buy the house I am planning on buying at the higher interest rate and per FCRA law I can sue Xfinity/Comcast for damages due to your false reporting on my credit and I'll just get my money that way. Just so I have it on record that I tried multiple ways to correct it I've sent you a message. It will help with my case showing I put in a good faith effort to have it corrected.

(edited)

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3 days ago

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XfinityJustinC

Official Employee

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1.5K Messages

@Loluog I appreciate you sending the direct message with the requested information, I'll follow up with you there to continue. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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