Collections department

Why was I never contacted to have a payment plan before this was turned over to collection? I have been a customer for too many years years and this communication breakdown is the reason I left your mobile service. I was told the day I disconnected that I would be billed for the balance monthly.

They [Edit: Language] that’s why. They waited until I’m a couple payments away from paying off to phones to completely disconnect my service and say I need to create a whole new account. 

@user_daq56v thank you for taking time out of your day to reply to this post, and definitely understand the frustration when proper expectations aren't set up with accounts are disconnected. From experience, when accounts are disconnected I've seen the remaining lump sum of device installments applied to the final bill. Then if the final bill isn't paid, after 30 days in most instances it is sent to collections. 

I did want to help get the proper expectations set up that some portions such as billing is limited for Xfinity Mobile over Xfinity Forums. 

- Have you had a chance to work with the Xfinity Mobile experts by calling or texting 1-888-936-4968 or our Xfinity Mobile automated assistant:

https://www.xfinity.com/xfinityassistant/?channel=xMobile

@XfinityKassie​ NO TEXT BUBLE AND i AM LOGGED IN. 

I am sorry that you were not able to send a direct message.

@user_e28l1o,

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.