Incorrect Collection Account for Xfinity Service That Was Never Activated

Hello,

I am looking for assistance from Xfinity regarding an account that was referred to collections even though the internet service associated with the charge was never successfully activated or provided.

When I moved into my apartment, I used Updater, the apartment's designated move-in platform, to select an Xfinity internet plan and paid $94.20.

However, I never received Xfinity account information, activation confirmation, installation instructions, or internet service. My apartment leasing office later informed me that the Updater process had not actually completed the Xfinity service activation, and an Xfinity retail store was also unable to locate a completed service activation associated with the transaction.

After attempts to resolve the issue directly with Xfinity, Bank of America investigated my billing dispute and ultimately resolved it in my favor.

Despite this, the alleged $94.20 balance was later referred to Valor Intelligent Processing for collections.

I have formally disputed the debt with Valor. Their response only confirms that the original payment was reversed, but it does not address the underlying issue:

Was Xfinity service ever actually activated or provided for this charge?

I would appreciate assistance from the appropriate Xfinity team in reviewing the underlying account, determining why it was sent to collections, and recalling the collection if the service was never activated or provided.

Please let me know how I can connect with an Xfinity representative privately to provide the account information and supporting documentation.

Thank you.