Inaccurate Bankruptcy Inquiry Reconciliation + other headaches

Based on a slew of posts throughout this forum, it's clear that Xfinity's handling of bankruptcy filings is a systemic problem—not a one-off. I'm now living through the same cycle that dozens of other users have described, and I want to document exactly what's happening so there's a clear record.

I filed Chapter 13 bankruptcy on April 17, 2026. I called Xfinity on April 18 to notify them and provide the case details. I was on the phone for about 45 minutes before I got to someone who understood what a bankruptcy was. They took down the case information and assured me everything would be handled.

It was not handled.

My internet at my primary residence (account ****2860) has been disconnected FOUR TIMES IN FIVE DAYS. Each time, I call, spend 1–3 hours on the phone, get transferred between departments, and am assured it won't happen again. Then it happens again.

May 1 — Woke up to a soft disconnect. Called in and learned that the rep I spoke to on April 18 never actually submitted the bankruptcy ticket. So nothing had been done in two weeks. A new ticket was opened (Edited-Personal Identifiable Information). Service was restored and a $119.22 credit was applied. I knew immediately that was wrong—it didn't come close to covering the full pre-petition arrears. I was told my services would not be disconnected again.

May 3 — Disconnected again. Called, spent over 2 hours. Bankruptcy team was closed (Sunday). New ticket opened (Edited- Personal Identifiable Information). Service was not restored that day. An $11.12 credit appeared on the account—still no idea what that's for.

May 4 — Service still off. Called again, 90 minutes. Service finally restored. Assured again it wouldn't happen again.

May 5 — Disconnected again. Ticket [Edited- Personal Identifiable Information] was closed with no additional credit. Called, spent 3 hours. New ticket opened (ECM0021653630). A $132.44 credit was applied. Service was briefly restored, then disconnected again later that day.

My service is currently off and Xfinity is demanding $125.98 to reconnect.

For anyone else reading this who's going through something similar: under 11 U.S.C. § 366, a utility CANNOT disconnect your service to pressure you into paying a pre-petition debt. The automatic stay under § 362 is a federal court order. Each one of these disconnections after I provided notice on April 18 is a potential violation, and the fact that the first ticket was never submitted doesn't excuse what followed. This is exactly the kind of thing bankruptcy judges take seriously.

The bankruptcy team keeps getting the pre-petition credit calculation wrong. They've applied $262.78 in total credits across three adjustments ($119.22 + $11.12 + $132.44), but the correct pre-petition credit is $279.49. They're $16.71 short, and that shortfall is apparently what's keeping my service held hostage.

The March 25 billing cycle runs March 25–April 24, which is 31 days. I filed on April 17, so 24 days of that cycle are pre-petition (March 25–April 17) and 7 days are post-petition (April 18–24). Every charge for service through April 17—plus every penalty that resulted from the pre-petition balance going unpaid—needs to be credited. The detailed math is in the table at the bottom of this post.

But this isn't just one account. I have four Xfinity accounts that need to be addressed. I've asked each time if one ticket is sufficient for all 4 accounts and I've been told yes each time. I've provided all 4 account numbers each time and they've said the account numbers have been notated. I'd rather handle them all at once instead of opening separate tickets and watching each one get closed prematurely with bad math, but I'll do what I need to do.

Account ****2860 — Internet (current — keep active) This is the account I've been describing. $279.49 in pre-petition charges needs to be credited. $262.78 has been applied so far. The remaining $16.71 needs to be credited and service restored immediately—no reconnection payment. My post-petition obligation is approximately $178.77 covering the April 18–24 tail and the full April 25–May 24 billing cycle, and I'm prepared to pay that when the bill is due on May 25th, 2026. 

Account ****1217 — Internet (old account — weird mystery balance left that is apparently for equipment even though I supplied my own modem and router — zero out and close) To be clear, this is a prior Comcast account at the same address with a $134.62 balance. Entirely pre-petition. Needs to be zeroed out and the account closed.

Account ****0699 — Internet and TV account for my secondary residence (keep active — reactivate) Balance of $655.63, entirely pre-petition. Needs to be zeroed out and the account reactivated with normal billing going forward from the petition date.

Account ****9974 — Xfinity Mobile (keep active) Past due balance of $125.26 plus $111.21 in charges for April 1–17. All pre-petition. Total credit needed: $236.47. Account needs to remain active with normal post-petition billing from April 18 forward.

DETAILED CALCULATION — ACCOUNT ****2860

I URGENTLY need my services at my primary residence reconnected. I do not think I can endure another endless phone call of being transferred around from department-to-department.

I'd appreciate a DM so I can share the case details privately. I have the full bill history, the bankruptcy petition, and the case docket available. What I need is for this to be handled correctly, one time, across all four accounts—not another ticket that gets closed overnight with a partial credit and another disconnection the next morning.

Thank you.