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user_g4d8r2
1st Topic

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Saturday, March 21st, 2026 8:37 PM

Debt collection removal once paid

A debt was sent to collections from an account attached to mine, an additional service address, I was not aware of the debt until it was sent to collections. I of course immediately paid it. Comcast needs to remove this debt collection from my credit report. I have been a customer for years and pay my bills. If not I will be in touch to cancel my service and switch providers. Marking the debt as paid does nothing, it needs to be deleted. 

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10 days ago

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XfinityJeffB

Official Employee

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519 Messages

4 months ago

Once the debt is reported as paid, it can be removed. This can take time; but I am happy to see if we may be able to escalate that for you. 

If you would, send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…

 

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user_zme2un

Visitor

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1 Message

@XfinityJeffB​

This has also happened to me. I am more than happy to reach out and pay the amount in full either over the phone or online. I just want to be assured that the debt will be deleted/removed upon payment. I really appreciate your time and help! 

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4 months ago

XfinityChelseaB

Official Employee

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2.4K Messages

Hello @user_zme2un, Thanks so much for taking a moment out of your day to leave a comment on our community forum, and we would be happy to help. I would need to pull up your account to look into this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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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4 months ago

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user_okcmsn

Visitor

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3 Messages

 Can anyone report back whether Xfinity recalled the debts from the collection agencies, please? I'm in a similar situation and would like to know if this is something they are willing to do. Thank you!

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1 month ago

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XfinitySeth

Official Employee

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1.4K Messages

Hey there user_okcmsn 👋 If you're in a similar situation, we'd be happy to help! To get started, please find the most appropriate public board for your question type and post it there. From there, we will invite you to send us a Direct Message. It just helps other members of the community with similar issues to find the answers they need 👍

 

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1 month ago

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user_okcmsn

Visitor

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3 Messages

Ok. Thank you for the quick reply!

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1 month ago

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user_6paj4y

Visitor

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2 Messages

10 days ago

Hello I am in this situation and I am being told they wont remove it or the balance will be updated. that is the play on words. I ask to have it removed after paying and the response is yes, the balance will be updated. these are 2 different things. I want it removed from collections on all reporting agencies, 

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XfinityJorge

Official Employee

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3.1K Messages

 

user_6paj4y Hi there! Thanks for contacting us and I see you have a similar situation. We are happy to look into this and your account to make sure things are going in the right direction. In order to get started send us a DM with your full name and service address affected.
To send a "direct message" / "private message" message to Xfinity Support:
 • Click "Sign In" if necessary
 • Click the "Direct Message" icon
 • Click the "Start new conversation" (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

 

(edited)

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

Like

Reply

10 days ago

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user_6paj4y

Visitor

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2 Messages

please provide the link to sign into support

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10 days ago

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