Canceled Three times + returned equipment, still billed + sent to collections (need account closed + balance fixed)

Hi Xfinity team — I need help getting this resolved and properly documented.

I moved in Nov 2025 and decided not to transfer/keep Xfinity service (I switched to another provider). I called to cancel twice and later returned the equipment in-store, but I was still billed and the balance went to collections/charge-off.

Timeline / proof

• Call #1: Requested cancellation. No confirmation was sent/provided.

• Call #2 (Nov 21, 2025): Requested cancellation again and asked for a confirmation number. Agent provided confirmation # 1002249081082074.

• The bill shows Billing Date: Nov 22, 2025 and Services From Nov 21, 2025 to Dec 20, 2025 — I did not use or intend to use Xfinity during that period.

• Nov 26, 2025: Returned all equipment in-store (receipt shows 11/26/25 ~2:26 PM and “Equipment Returned”). Store rep said everything was canceled.

Despite this, the account appears to have been disconnected instead of canceled, and the balance went to collections/charge-off (they also mention a returned payment fee).

What I need (please escalate to the right team)

1. Confirm the account is fully canceled/closed (not just disconnected), effective my cancellation request.

2. Remove/waive any charges billed after the cancellation request, including the period Nov 21–Dec 20, 2025.

3. Waive the returned payment fee since this balance shouldn’t exist.

4. Recall/update collections/charge-off and send written confirmation that the balance is $0 and the account is closed.

I can share screenshots of the bill dates/service dates, the cancellation confirmation number, and the equipment return receipt if needed.