Visitor
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1 Message
Service never cancelled/sent to collections
I called in February 2026 to cancel my service. I was told it was canceled, I received a cancellation email, and told there was nothing further for me to do. Now, in October 2026, I am being notified that the account was sent to collections when it should have been canceled with no new charges.
XfinityLinda
Official Employee
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2.9K Messages
25 days ago
Thanks for meeting us here about the billing and collections concerns, @user_f5ahw4. We'll gladly investigate this for you. Please send a Direct Message with your name and complete service address.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon in the top right corner
Click the "Start new conversation" (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.
Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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