Balance Wrongfully Sent to Collections

I’m requesting a collection recall and deletion due to inaccurate reporting. 

In August 2025, I changed plans and was wrongfully charged twice in the same month. I was unaware of any balance left on the old account as it was Xfinity's responsibility to ensure the old account was closed. I paid the bill in full for the new plan and I have bank statements that show I have paid every single month without interruption for over 5+ years. 

Please assist as I was on the phone for over 2 hours today and did not make any progress in this matter.