Beyond Disappointed

Hello

this is not a question as much as its trying to find the correct person to get in touch with to rectify a situations. I cancelled my Xfinity back in march as I was moving and didn't need any services until i bought my new home. I turned in my equipment at the Xfinity store. I was told by the customer service rep that any remaining charges would be billed and automatically pulled out from my Bank Account as I was on automatic payment plan and that nothing else would be owed when that last amount was pulled out and I would be all good.  I received what I thought was one final bill showing what was owed and what paid and what I thought was done with that account.  I showed a negative $95.39 removed from the final charge for service /new charge in March( which would have been my next billing cycle) . I received a bill about a week later for $90.00 and didn't think anything of it, didn't click the different amount, I thought that the two bill just crossed each other somehow after i was assured by the agent at the store when i turned in my equipment and cancelled my account the monies removed that i owed to finalize my account would be my final payment. 

Received another Bill in May and then a couple of text messages. So i went thru the on line chat to get this resolved last week. I've always worked with on line chat and they were able to help me so i didn't think  what i would be told was wrong.  The on line chat agent after reviewing my account told me the charge was for services for April and that i didn't need to pay this $90.00 because i closed the account. They would get this removed an i would be all good. Which I had no reason not believing the employee reviewing my account.

However, today i received a text message from comcast that my bill was turned into  a collection agency !!! I had been a customer with this company for over 20years and I never had an issue. I called right away. I got the first level employee which was no help. She kept telling me it was for early cancellation of my contract and that the on line agent was wrong and the only way to get this cleared  up was to pay the 90.00 and that I had to contact the collection agency my self to get a letter of payment showed, which by the way I'm closing on my new house in 2 weeks and I don't need this on the record.  I paid the 90.00 and then i was still so frustrated that I wanted to speak to her supervisor, which while she had me on hold i found my final bill .

It showed $121.49 paid that was to be removed  in my automatic  payment and then there was this paragraph which stated " Your automatic payment on March 15th ,2025, will include your amount due plus or minus any payment related activates or adjustments, and less any credits issued before your bill due date"  So i finally get a supervisor and she goes into the entire song and dance as the previous agent that the 90.00 was for the month of April. I tell her about my final bill and that the $95.39 was a negative on my final bill which would have been the next billing cycle.  I even offered to email a copy of the final bill for her record so she knew i had it. Then I get that after further review it was for an early contract cancellation, which i tell her that the store employee told me my last payment would cover all monies owned and the chat agent said that it was for April services and that it would be removed from my account.  I read the paragraph on the bill stated above and she kept going back to you cancelled your contract, which is fine, if i owed the money ill pay it but when you have tow different employees telling you , you are stood you owe nothing.  

then you believe them, after going back and forth for about 10 minutes I finally said " I don't care about the 90.00 i want you to remove my account from the collection agency .  Which she said she would but now I have to call my broker, let him know about this incase it hits my credit record. then call the credit agencies and get this all cleared up. Comact has always been horrible in their billing but this is the absolute worst. you have an employee f the company telling you he would remove the 90.00 and then a week later you get a message it was turned over to collection and no one on the comcast customer billing side took responsibility for this mistake , no one offered an apology and made the suggestion that they would fix this with the collection agency it was a mistake on their part.  I will never use your services again. This has caused me now  snowball of issues which should not have happen based on the information i was told and was still told in the morning until someone decide to say it was for early contract cancellation.  I work corporate for big box retail and we never treat our customer like this when it gets to this level, we take responsibility and try to make it right which your company did not do. 

this is beyond frustrating and I never ever dealt with a company that messed up but still put the blame back on the customer.  In this day and age shame on you comcast, you should do better. If anyone from your team would like to make this right you can reach out to me to clear this up and show me some sort of communication that its been removed from the collection agency and it  was your fault so this does not hit my credit record.