Visitor
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3 Messages
Request for Billing Review and Collection Recall – Xfinity Mobile Account
Hello,
I am writing regarding an Xfinity Mobile account that has recently been referred to collections.
When we signed up for Xfinity 1 Gig Internet service, the sales representative informed us that we would receive a mobile line at no additional cost as part of the promotion. We were specifically told that the line was free.
A new phone number was assigned to us at the time of enrollment. However, we never intended to use the mobile service as a standalone product. We never ported an existing phone number to Xfinity Mobile, and the line was never actively used for calls, text messages, or data usage.
Because the line was represented to us as being completely free, we were not aware that any recurring charges could be incurred. We did not knowingly agree to pay for a separate mobile plan, nor were we aware that a balance was accumulating.
We were therefore very surprised to recently receive a collection notice from Credence Resource Management regarding an alleged balance of $157.43.
At this time, the account does not appear on our credit reports, and we would like to resolve this matter directly with Xfinity before any negative credit reporting occurs.
We respectfully request:
• A complete billing history for this mobile line
• The original promotion details associated with the account
• An explanation of how the balance of $157.43 was calculated
• A review of whether the charges resulted from a misunderstanding or misrepresentation of the promotional offer
• Confirmation of whether Xfinity can recall the account from collections while this matter is being reviewed
We have been Xfinity customers in good standing and would appreciate your assistance in resolving this issue fairly.
Thank you for your time and consideration. We look forward to your response.
Sincerely,
[Edited: "Personal Information"]
XfinityAmandaB
Official Employee
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3.2K Messages
3 hours ago
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user_a0l7us
Visitor
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3 Messages
1 hour ago
Thank you for the information.
I understand that taxes, fees, and charges beyond any promotional credit may be the customer’s responsibility. However, my concern is that when we signed up for Xfinity Internet, we were specifically told that this mobile line would be completely free.
This line was assigned a new phone number and was never used. We did not port a number, use data, make calls, or intentionally maintain a mobile service plan.
Before discussing payment, I would like to understand exactly how the $157.43 balance was calculated.
Could you please provide:
Since the account has already been referred to collections, I would also appreciate having this matter reviewed for a possible billing adjustment based on how the service was originally represented to us.
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