U

Visitor

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1 Message

Wednesday, February 2nd, 2022 8:40 PM

Closed

Sent to Collections Over a Bill For a Closed Account that was sent to an incorrect address

I cancelled my service effective 11/19/21 and paid the last bill that I received via email on 12/01/2021. I never received an additional bill via mail or email so I assumed all financial obligations were met. xfinity billed me an early termination fee of $50 on 12/19/21 but did not send me an email stating I had a bill due and apparently mailed it to an old address I never had service at so I was sent to an Eastern Accounts collection agency on 01/31/2022. I promptly logged in and paid the $56.74 owed. I called xfinity and there customer service was no help whatsoever. I need to know if this collection went on my credit report. It is absurd that I had paperless billing for 15 months then all of a sudden it was turned off and now a final bill went to an address I have never had service at, and now my credit will be negatively impacted. I would like to speak to someone at xfinity about what exactly was sent to collections. Typically accounts aren't sent to collections unless they are 120 past due. It is very unfair that the last bill was sent to an address I've never had Comcast / Xfinity service at. I would've promptly paid the amount had I known it was due but again I didn't get an email and for whatever reason the bill was sent to an address I've never had Comcast at and haven't lived at for over 2.5 years. This seems very unfair and now my excellent credit is being impacted.

Official Employee

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800 Messages

3 years ago

Hi there, @user_cca698. I appreciate you letting us know about the issue with the final bill ending up in collections, I realize that must have been confusing and frustrating! 

 

We would be glad to check the account and make sure we get this sorted out. Please send us a direct message using the following instructions:

 

(Credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

 

or https://comca.st/3ATJ319

 • 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

See https://comca.st/3gjaW9K for an example.

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