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user_5j3rn6
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Thursday, July 23rd, 2026 11:20 PM

Incorrect Bill After Line Transfer and Unfair Collection Action

I had Xfinity Mobile service until March 19, 2026, when I transferred my phone line to AT&T. However, Xfinity incorrectly billed me $51.76 for the period from March 27 through April 26, even though my line was no longer with Xfinity during that period.

I have spent nearly six hours speaking with multiple customer service representatives. Each representative acknowledged that the bill appeared to be incorrect and said they would raise a ticket, but the calls were repeatedly disconnected and the issue was never resolved.

To make matters worse, Xfinity has now sent this incorrect balance to a collection agency. This is extremely frustrating and unacceptable, especially after I made several attempts to resolve the issue directly.

I am requesting that Xfinity:

  1. Immediately remove the incorrect $51.76 charge.
  2. Recall the account from the collection agency.
  3. Confirm in writing that this issue will not affect my credit report.
  4. Provide written confirmation that my Xfinity Mobile account has a zero balance.

Please review my account and resolve this matter as soon as possible.

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2 hours ago

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XfinityJeniece

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4.2K Messages

3 hours ago

Hey there, @user_5j3rn6, thanks for reaching out through Xfinity Forums regarding your billing details. We would be happy to take a look at your billing on our end to get you more information on the balance. Please send us a Direct Message with your full name and your full address.

 

How to Send Us a Direct Message:

  1. Click “Sign In” if necessary.
  2. Click the “Direct Messaging” icon.
  3. Click the “Start new conversation” (pencil and paper) icon.
  4. In the “To:” line, type “Xfinity Support.”
  5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
  6. An “Xfinity Support” graphic will replace the “To:” line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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user_5j3rn6

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3 Messages

@XfinityJeniece : No response from xfinity

(edited)

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2 hours ago

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user_5j3rn6

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@XfinityJeniece  :

I contacted the Xfinity support team multiple times, and representative stated that an escalation ticket ECM0023677231 had been created. However, my calls were repeatedly disconnected without any proper explanation or resolution.

I have already spent approximately seven hours speaking with Xfinity and the collection agency. This has been extremely frustrating, and I am being forced to deal with the consequences of an issue caused by Xfinity’s billing system.

I have an AT&T bill confirming that my service with AT&T started on March 19, 2026, which proves that my line was transferred from Xfinity on that date. Please review the evidence, correct the incorrect charge, recall the account from collections, and resolve this issue immediately.

(edited)

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2 hours ago

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