Debt Collection

I have received an email saying from a debt collections office. I disconnected my services on Jan 31, 2024 and was told that there is no outstanding payments and that all is good with the account. I closed that account and we opened a new account with my husband's name. I did not receive any outstanding bills or notices that any payment was due. My husband walked into the Xfinity store on [EDITED: Personal information] and was told that since we are still Xfinity customers, the outstanding amount would be waived however, I had to be present for them to do that. I went into the store and spoke with the manager as well as an employee [EDITED: PII] who then made me speak with the Virtual assistant, who assured me the changes would be waived and that a customer service representative would call me back. 

I received the call back from customer support and was told that this was for charges from Feb 10 to Feb 22. I had already moved out of the apartment and discontinued services as of Jan 31st. How come I am then asked to pay for services after the disconnection date when I have not used the services. I asked the Customer support personnel and explained in detail the situation and even asked what the charges were for when I was neither residing in the apartment or using the services. that and all she said was a ticket would be generated and hung up on me. This is rude and completely unacceptable. 

I then receive a text this morning that states "Unfortunately, we couldn't approve this request and we have closed the ticket." My question is why was the request not approved the message does not state the reason. When 6 other people told me those fees would be waived as I have not used the services, why was it suddenly not approved? Also why was no bill sent to me if there were outstanding charges. Why do I hear from a Collections office almost 17 months later? I am extremely upset as I have been paying my bills promptly and on time. Thoroughly disappointed that a leading service provider like Xfinity would be so callous in their operations.  When I was categorically told and also received an email stating that services would be disconnected on Jan 31, 2024, how can I be charged for services between Feb 10 to Feb 22?