Visitor
•
4 Messages
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:
- Immediately remove the incorrect $51.76 charge.
- Recall the account from the collection agency.
- Confirm in writing that this issue will not affect my credit report.
- Provide written confirmation that my Xfinity Mobile account has a zero balance.
Please review my account and resolve this matter as soon as possible.
XfinityJeniece
Official Employee
•
4.2K Messages
8 days 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:
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.
2
0
user_5j3rn6
Visitor
•
4 Messages
9 hours ago
Xfinity confirmed that the charge was caused by a billing system issue and applied the appropriate credits. I received the following confirmation email.
Thank you for contacting our Executive Office with your questions and concerns. We appreciate the opportunity to discuss your matter and outline the next steps toward resolution. We value your business and are committed to providing support throughout this process. We were able to fully resolve your concern.
I received a confirmation today, 7/28/26, that the account has been recalled from collections. Your account had not yet been credit reported, so no additional action is necessary. I appreciate your patience while I was waiting to receive a response.
Just to recap, the balance of $51.76 has been credited, and the account is now at a zero balance.
If you have additional questions or concerns with the resolution provided, please contact our care team.
1
0