Incorrect account closure and collection after move caused credit damage

I am seeking urgent help with an account error that has now resulted in a collection account and damage to my credit.

I moved apartments in July 2024 and continued my Xfinity service at my new address. For some time, I was able to continue using my old equipment at the new apartment. On November 5, 2024, after getting fully settled, I contacted Xfinity about updating my internet plan and equipment. During that conversation, I was told that my equipment was outdated and that I was overpaying for lower-quality internet. I was then offered a new package that included lower-cost internet and Xfinity Mobile, and the new order was confirmed on November 5, 2024.

At that time, I was told that my old account would close on November 12, 2024, and that everything would transfer over to the new account. I was also told I would receive a discounted rate on the previous bill because I was switching plans. I was never informed that there was a separate outstanding balance on the old account that needed to be paid, and I did not receive any meaningful notice by email, phone, or text about an alleged overdue $124 balance.

Since moving and switching plans, my Xfinity service has remained on autopay as I have continued making payments. I am still an active customer to this day, which is also why this caught me off guard. If there was any legitimate remaining balance related to the transition, it should have been clearly disclosed and properly transferred or resolved as part of the account change. Instead, the old account appears to have been closed incorrectly, and the balance was sent to collections rather than being addressed through my active account.

I only became aware of this issue after receiving communications from a debt collector, which I initially believed were fraudulent because my current Xfinity account appeared current. Then I checked my credit report and see it had been reported.

Everytime I tried to access the old account through the xfinity website, I have experienced issues accessing account information, including error messages saying I needed to call xfinity. I can't even go in and see this account at all. This happened when trying to pull up my account on both my phone and computer.

I have reviewed similar issues in the Xfinity forums, and my understanding is that if a balance remains during an account transition, it should be appropriately transferred or otherwise resolved through the active account. That did not happen here. I also do not believe I owe the $124 to begin with....but that's a separate matter. I also returned my old equipment and have a receipt documenting this.

Because of this error, a collection account has now been reported and my credit score has been negatively impacted.

I am requesting that Xfinity:

1. investigate the closure of my old account and the transition to the new account,
2. confirm what happened to the old account that was supposed to close on November 12, 2024,
3. determine if the balance is valid to begin with, and why any alleged balance was not transferred or properly disclosed,
4. recall the collection account if it was sent in error, and
5. correct any negative credit reporting resulting from this mistake.

I would appreciate prompt assistance, as this issue is causing real financial harm.