Recall of Debt

Thank you for the reply. I understand the standard process is to mark the account as 'Satisfied Charged Off,' but I am requesting a formal debt recall rather than a status update.

Since I am paying Xfinity directly, and EAS does not own this debt, Xfinity has the authority to terminate their assignment. I have seen other instances in this community where the Digital Care Team escalated these requests to the Corporate/Recovery Team to recall the debt, which results in the collection being removed entirely rather than just updated.

I am happy to make the payment immediately via the Xfinity website, but I need confirmation that this specific escalation for a recall will be submitted to ensure EAS is instructed to delete their reporting once the balance is cleared. Can we move to a Direct Message so I can provide my details for this escalation?"

@XfinityJustinM​ 

Thank you for the reply. I understand the standard process is to mark the account as 'Satisfied Charged Off,' but I am requesting a formal debt recall rather than a status update.

Since I am paying Xfinity directly, and EAS does not own this debt, Xfinity has the authority to terminate their assignment. I have seen other instances in this community where the Digital Care Teamescalated these requests to the Corporate/Recovery Team to recall the debt, which results in the collection being removed entirely rather than just updated.

I am happy to make the payment immediately via the Xfinity website, but I need confirmation that this specific escalation for a recall will be submitted to ensure EAS is instructed to delete their reporting once the balance is cleared. Can we move to a Direct Message so I can provide my details for this escalation?

That particular escalation is for instances of possible inaccurate reporting. Do you believe the collection is appearing incorrectly, @user_8s09x6?

@XfinityJustinM​

Yes, I believe the reporting is inaccurate because the balance is currently showing as active and payable directly on my official Xfinity account dashboard.

Having both an active balance with the original creditor and a third-party collection entry for the same debt creates a discrepancy in my credit profile. I am prepared to resolve this balance with Xfinity immediately, but to correct this reporting conflict, I am requesting that the debt be recalled from Eastern Account System as part of the payment process.

I've seen the Digital Care Team escalate similar 'discrepancy' cases to the Corporate Account Management team to ensure the collection is removed once paid. Can we move to a Direct Messageso I can provide my details for this specific escalation?

Thanks for clarifying, @user_8s09x6. Please feel free to send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account. 👍

To send a "Direct Message" to Xfinity Support:
 Click "Sign In" if necessary
 Click the "Direct Messaging" icon
 Click the "New message" (pencil and paper) icon
 The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
 - An "Xfinity Support" graphic replaces the "To:" line
 Type your message in the text area near the bottom of the window
 Press Enter to send it.