Erroneous balance on an old canceled account & ongoing collection calls

I changed my internet service on December 25, 2025, which Xfinity automatically created a new account even on the same address. I was explicitly told my previous account was fully canceled and would not incur any further charges. Despite that, starting in March, I began receiving notices about a past-due balance on that canceled account. I’m also getting automated collection calls twice daily.

Here’s everything that’s happened so far:

• December 26: An agent explicitly told me the old account was canceled, would not incur any further charges, and should be automatically closed.
• April 6: An agent told me the account was actually not canceled, helped cancel it that day, and assured me the balance would be cleared.
• April 12: Because I was still receiving nonstop calls from Xfinity, I double-checked again. The agent confirmed the account was closed and that no balance was due.
• April 16: After receiving another notice, I contacted support again. The agent said she submitted a formal investigation and that I would receive an email update. I never received any follow-up.

It has now been over 2 weeks since that last interaction, and nothing has changed.

At this point, I’ve been told multiple times that this was already resolved, but clearly it hasn’t been. This needs to be escalated to someone who can actually fix it.

What I need from Xfinity:

• Clear the incorrect balance on the old canceled account
• Stop all automated collection calls immediately
• Provide confirmation once this is fully resolved

This has been extremely frustrating to deal with, especially after repeated assurances that it was fixed. If this continues, I’ll have to reconsider keeping my current service from Xfinity.