Visitor
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1 Message
billing
I help my mother - 91 with memory and cognitive issues - with managing the business requirements of daily living. In February 2025 the facility she lives in converted cable service in the building through a new master agreement from xfinity to Verizon's Enhanced Community program. Facility management advised that they had notified xfinity. My mother's bill was paid through the termination of service. Several months later we received bills showing a past due balance. I tried to resolve online but was referred to telephone customer service. The representative I spoke with checked the records, acknowledged that there was no activity on the account post Feb 2025, and promised that the account would be reset to a "$0" balance. He also advised that the system was very slow at adjusting and that I would likely to continue to receive bills for a while and that I should just ignore them. This interaction with xfinity took several hours. : ( Assuming that matter was resolved as promised I ignored future emails concerning my mother's account.
Now xfinity has turned my mother's account over to Credence Managment for "Collection" with a balance of more than $3K. How can this get resolved short of involving regulatory agencies or courts?
Your advice is appreciated. Prompt resolution by a qualified human would be even better.
Thank you.
XfinityAirelle
Official Employee
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3.4K Messages
3 hours ago
We’re sorry you and your mother are dealing with this, especially after you spent hours addressing it and were told the balance would be corrected. We can understand how concerning it is to later receive a collection notice for more than $3,000.
Please keep the collection notice, any final paid bill, the facility’s communication about the February 2025 service change, and any details you remember from the previous call. You can also notify Credence Management that you are disputing the balance directly with Xfinity while it is being reviewed. Please do not post any account or collection numbers publicly.
Because we need to review the account’s disconnect date, billing history, prior representative notes, equipment charges, adjustments, and the collection referral, we’ll need to access the account privately.
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