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Iamjose
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17 Messages

10/17/2026 8:28 PM

bill problems and others

I have internet service through Xfinity, as well as mobile phone service for two lines. For the past couple of years, I have been paying my Xfinity internet bill using my UHCard. This month (October), my statement—which usually appears around the 7th—did not show up on time. I spoke with customer service, and they were able to locate the statement and send me a link to view it (though it still did not appear in my account). Once I saw it, I made the payment on October 10th. A few days later, I received a message from Xfinity Assistant stating: "Your Xfinity payment is overdue. Please pay now to avoid any applicable fees. Debt Collector Lic. #10316-99 Txt help or stop". I called customer service, and the representative said they couldn't find anything unusual; they urged me to sign up for automatic payments to receive a "financial benefit" and may be solve the problem—but why would I want automatic payments when I always pay the bill myself using my UHCard? Today, I went to an Xfinity store, and the agent checked my account and confirmed that everything was in order. When I asked how the message I received could have been sent, the agent said they didn't have an answer and suggested I try to figure it out myself—even though the problem clearly isn't on my end. I have never missed a payment; in fact, I usually pay my bill the very day after the statement is issued. How can Xfinity threaten something as serious as sending an account to collections without taking any prior steps to verify the situation? Could anyone shed some light on this troubling issue? Thanks in advance.

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2 hours ago

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EG

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122.3K Messages

1 day ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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Iamjose

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17 Messages

Thank you very much !!

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1 day ago

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XfinityJanelle

Official Employee

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2.5K Messages

Hey @Iamjose , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the messages you received. I would be more than happy to offer my assistance. It is possible that the messages that may have come through were a type of phishing or scam if you have checked that the account is in order. We would attempt to resolve the past due balance before any collection activity took place. 

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 as Best Answer.tick

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10 hours ago

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Iamjose

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Thanks for your answer XfinityJanelle !!  Indeed, I read on Reddit that there are malicious attempts disguised as these "collection" notices. Naturally, it’s concerning that the sender appears as "Xfinity Assistant," which leads one to assume the notice is legitimate. Based on your response, I gather that there has been no actual collection attempt initiated by Xfinity. If that is not the case, please clarify, so I can figure out how to contact the collection agency and resolve the situation. I have never dealt with a collection issue before, so I’m not sure how to proceed; however, if there is nothing to be done on Xfinity’s end, I must assume I need to resolve this myself somehow. Once again, thank you for your assistance.

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9 hours ago

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XfinityJanelle

Official Employee

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2.5K Messages

@Iamjose I can take a look at the account at a closer look to see. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.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
• Press Enter to send it

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 as Best Answer.tick

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9 hours ago

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XfinityJon

Official Employee

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1.9K Messages

2 hours ago

Thank you for working with us via direct messaging. I am glad we were able to assist with your concern. If we can help you with anything else in the future we are here and always happy to help. 

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