Visitor
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1 Message
Incorrect Billing and Collection Referral Due to System Error
Dear Xfinity Customer Support,
I am writing to formally report a serious billing error caused by a system issue on your end and to request immediate resolution.
After moving to a new address, I opened a new Xfinity account. However, due to a system issue, this new address/account never appeared under my profile, and I was unable to locate or access it using my phone number or any standard method. I contacted customer service at that time and was informed that I would need to visit a physical store to resolve the issue. Accordingly, I went to an Xfinity store in person on November 25, 2025, where I:
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Paid the outstanding balance in full
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Requested and completed service cancellation
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Returned the router equipment within 14 days (on Dec 3, 2025)
Subsequently, on January 2, 2026, I received a message stating that payment was still due. I contacted Xfinity again, and your representative reviewed my account and confirmed that:
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My service had been successfully terminated
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My equipment had been returned
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There was no remaining balance that I need to pay
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The issue was caused by an internal error
I explicitly confirmed multiple times that my account was fully closed and that no further charges would be applied.
However, despite this confirmation, on February 25, 2026, I was notified that my account had been sent to a collection agency (Eastern Account System). This is extremely concerning, as it stems from an issue caused by Xfinity’s own system and contradicts prior confirmation from your team. It also poses a risk to my credit, which is unacceptable.
I am requesting the following actions immediately:
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Written confirmation that my account balance is $0
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Immediate recall of the account from the collection agency
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Written confirmation that no negative information has been or will be reported to any credit bureau
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A full review and correction of the system error that caused this issue
Thank you.
EG
Expert
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116.9K Messages
16 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityCarolyn
Official Employee
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100 Messages
16 hours ago
@user_qq1mjw Thanks for reaching out to us regarding your bill after disconnecting service. Sure, I would be more than happy to review the account. To further assist, I would need to access and verify your account. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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