Disputed $162.72 collection — Xfinity promised removal but balance was sent to collections

I’m requesting help with a disputed $162.72 balance that Xfinity has sent to collections.

I was repeatedly told by Xfinity representatives that this balance would be removed. Xfinity opened escalation ticket ECM0024676557 regarding the adjustment. When the promised adjustment still wasn’t completed, I contacted Xfinity again and was told that a previous agent had attempted to remove the early termination charge. I escalated again, and Xfinity subsequently opened a separate Collections Dispute ticket ECM0025256811 on 9/15/2026.

Despite these escalations and representations from Xfinity, the $162.72 balance was reported by IC System and is currently appearing on my TransUnion credit report.

I have documentation of the conversations and escalation tickets. I am asking Xfinity to honor the representations made by its representatives, resolve the disputed balance, and instruct the collection agency/credit bureaus to remove the collection.

Please escalate this to the appropriate billing/collections team and review the history of both tickets.