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user_9l1lgy
1st Topic

Visitor

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3 Messages

Saturday, July 25th, 2026 5:42 PM

Payment of balance and collection recall

I am prepared to pay my full balance but need Executive Support Agent to initiate collection referral recall so it does not affect my credit. 

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Updated 

26 minutes ago

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XfinityDemetrise

Official Employee

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328 Messages

3 hours ago

Hi there @user_9l1lgy Thank you so much for reaching out on our Xfinity Community Forum about paying your balance and requesting a collection recall.  I'll be happy to assist.  Can you confirm if your account has already been sent over to a collection agency?  We'll be happy to take your payment so that we can get that debt cleared.  Please see below a few things to keep in mind once the payment has been made. 

  • Collection activity continues until the full payment is made.
  • Payments made to the Outside Collection Agency can take up to 30 days to show on the Xfinity account.
    • If more than 30 days pass, refer to the Outside Collection Agency to request confirmation

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user_9l1lgy

Visitor

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3 Messages

Sequium Asset Solutions Collections reported this account to my credit report on July 21. 
I would like to have the referral made by Xfinity completely recalled after my payment so it does not show up at all. 

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2 hours ago

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XfinityDemetrise

Official Employee

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328 Messages

No worries, I can assist with that.  Have you already made the payment?  If so, I can proceed with getting that request escalated for you. @user_9l1lgy

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 hours ago

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user_9l1lgy

Visitor

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3 Messages

I have not made payment yet. I want to make sure referral is recalled. Just showing a zero balance doesn’t help me. 

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1 hour ago

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XfinityDemetrise

Official Employee

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328 Messages

Sounds like I may need to take a closer look at your account.  Please follow the steps below to send a direct message. 

 

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.  A "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.

 

How to: Direct messaging within the forum | Xfinity Community Forum

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

Like

Reply

26 minutes ago

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