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user_3ad095
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Thursday, September 21st, 2023 1:52 AM

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Sent to collections...but my account shows current online and I'm on auto pay

Moved in June, all my mail is forwarded.  I still have an account and am a current customer. My online it shows my account it paid in full. 

Yet somehow, I'm behind $91.35 on the account on my old address and was sent to collections. The only notice I received that I was past due was from a collection agency in the mail today. Not one letter or email from Xfinity. Contacted customer support immediately to pay and was told I could not and had to contact the collection company. Customer service rep said it was not showing online, because it was a different account number under my old address. Why wouldn't the past due amount show online? As a longtime customer I am SHOCKED this is how Xfinity handles past due amount and treats customers.  If I wasn't under contact now, I would cancel my account today and not return. 

I paid the past due amount but am annoyed this is going to affect my credit rating. 

Has this happened to anyone else? 

Question

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Updated 

1 year ago

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CCDanielB

Official Employee

 • 

252 Messages

1 year ago

Could you please send our team a direct message. Our team can most definitely take a further look at this issue.To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window

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user_8a7exx

3 Messages

1 year ago

Hi @user_3ad095 , I have the same problem. Was you able to dispute the debt in the collection agency?

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user_3ad095

2 Messages

I went ahead and paid the collection agency. Since it was a valid charge...Xfinity probably added a late fee, I'll have to check.

When I contacted Xfinity customer support, they were not helpful, and did not have a good explanation. They could have contacted me by phone, email, send a 2nd invoice, charged my credit card.  Instead, no action was taken before sending me to collection. 

1 year ago

0

XfinityKrista

Official Employee

 • 

1.4K Messages

Hello @user_3ad095, thank you for taking the time to reach out on social media.  I understand your concern with the balance showing, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message
I am an Official Xfinity Employee.
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1 year ago

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