Debt recall

I am trying to pay an unpaid balance from a divorce several years ago that I did not know about. I called customer service and disputed that I was unsure who to pay as the balance shows as a current balance on my Xfinity account page, however, it also shows as a balance with a debt collection agency on my credit report. from my understanding this means that the debt was assigned to this agency, but never sold and could be recalled by an agent.

when I spoke with customer service last evening I was forwarded to the billing/collections department and I mentioned about having Comcast recall the debt, and I can pay it in full directly to them. however, I was told I could not do it over the phone and was directed to a local Xfinity store where they would be able to call and have the debt recalled, and I could pay it directly to them in the store right away. I will be given a receipt stating the debt was recalled and it would be removed from my credit report. however, once I arrived At the store location, they told me that was something they could not do, And that they had never done that in store as it was only an option through the billing/collections department phone number. I explained that is who I talk to, and that they had sent Me to them. They apologized, but said I could still make the payment, but it would still show up on my credit report through the credit agency.

I did look for the direct message option on the forums, however nothing pops up in the area that has been directed on several threads.

I would like this solved and removed from my credit history and not just listed as paid in full. I and willing to pay this in full and have this resolved once I am given notification the debt has been recalled.

Responses

Oldest First

Selected Oldest First

XfinityThomasD

Official Employee

•

1.8K Messages

3 hours ago

user_2dsc87 Thank you for creating a post on our Community Forums. I'm sorry to hear about the mixed information and confusion. From my understanding, you can make a payment through either the collections agency or through the old Xfinity account, which will be reported and updated within a few business days that the balance was paid in full. I'm not sure that it would remove the reporting altogether.

user_2dsc87

Visitor

•

3 Messages

Thank you for your response. from how I understood the conversation with billing/collections last night that an agent through Xfinity/Comcast would be able to recall the debt from the agency thus removing it from my credit report since it was not sold to this agency, but just assigned. Once it was recalled I would receive documentation stating the recall, and then I would proceed with pay off the balance.

however if I just paid the balance, it would still stay on my credit report since it was incorrectly, showing as a balance on my account and as a delinquent payment through a credit agency.

this is the route I’m looking to go as this is what I was told I could do from the agent last night. I am just looking for more clarification as to the proper channels needed to take to accomplish this since what I was originally instructed to do by heading to the store I was unable to finalize.

3 hours ago

XfinityJustinC

Official Employee

•

2.2K Messages

@user_2dsc87 I completely understand where you're coming from with looking to explore the options for the recall. A payment wouldn't recall, it would just report as paid in full like my coworker had mentioned.

Working with our Collections team previously they have let me know that recalls are only typically done once a dispute has been open with the Collections' agency on your end and the resolution was found that the billing amount was incorrect.

- I apologize if I'm overlooking anything, the Collections balance isn't being disputed, correct?

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 a reply as the Accepted Answer. tick

3 hours ago

user_2dsc87

Visitor

•

3 Messages

That’s why I’m questioning it. The balance is accurate. However, it shows active on both the Comcast side and on the debt collector side. so there definitely has to be an issue that needs to be disputed. That is when the agent told me it had been assigned and not sold to the collection agency. That is why they suggested that I go into the store to take care of it.

8 minutes ago

Billing

user_2dsc87

Debt recall

XfinityThomasD

user_2dsc87

XfinityJustinC

user_2dsc87

New to the Community?