Visitor
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1 Message
Credit Deletion not honored
Hi Xfinity Support,
I'm reaching out because I have an unresolved issue regarding a collection account that was sent to a third-party agency (CBE Group) on my behalf.
Before making my payment, I contacted Xfinity support via chat and was explicitly told by an agent that once payment was received (directly on Xfinity billing website), the collection would be completely removed from my credit report. I have a full transcript of that conversation.
I made the payment in good faith based on that promise. The account is now showing as "paid" on my Experian credit report, but it has NOT been deleted as the agent stated it would be.
I'm looking to connect with someone who has the authority to honor that agreement and have the collection fully removed. I have documentation ready to share.
Please advise on how to proceed. I'd prefer to handle this through direct message to keep my account details private.
Thank you.
XfinityJeniece
Official Employee
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3.9K Messages
9 hours ago
Hey there, @user_zx3s1z, thanks for reaching out through Xfinity Forums regarding your billing concerns. We would be happy to take a look at this on our end and provide you with more details. Please send us a Direct Message with your full name and your full address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
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