Unfair treatment over bill

I am requesting an immediate escalation to Executive Customer Relations/Executive Resolutions regarding the handling of my account.

I was an Xfinity customer for approximately 10 years. On June 28, 2026, I disconnected my Xfinity service and returned all of my equipment to an Xfinity store. The employee who handled the return told me that I did not owe anything further and that we were completely settled.

I never received a final bill, email, letter, or other notice informing me that Xfinity believed I had an outstanding balance.

Despite this, on September 11, 2026, I received a message stating that my account had already been placed with Credence Resource Management, LLC, a collection agency.

This caused me significant stress, frustration, and concern. I was extremely upset that an account I had been told was settled was suddenly being sent to collections without me ever receiving a final bill or having an opportunity to resolve an alleged balance.

Because I did not want this situation to potentially cause further financial or credit-related problems, I paid Xfinity $170.55 by telephone on September 11, 2026. I subsequently contacted Xfinity and was told that the payment had been received.

I want to be very clear: I made this $170.55 payment to prevent further collection consequences. My payment should not be interpreted as an admission that the balance was valid.

I am extremely dissatisfied with how this was handled, particularly after approximately 10 years as an Xfinity customer. I should not have had to discover through a collection notice that Xfinity claimed I owed money after I had returned my equipment and was told that my account was settled.

I am requesting:

1. A complete written accounting of the $170.55 balance and exactly how it was calculated.
2. Documentation showing when and how Xfinity claims a final bill or notice was sent to me.
3. Confirmation that my equipment return from June 28 was properly recorded.
4. Written confirmation that my Xfinity account is paid in full and that no balance remains.
5. Confirmation that the account has been recalled/withdrawn from Credence Resource Management and that no collection activity or negative credit reporting will result from this matter.
6. A full refund of the $170.55 payment I made on September 11, since I dispute that I properly owed this amount and made the payment solely because Xfinity had already escalated the matter to collections.
7. Appropriate additional compensation for the substantial time, frustration, stress, and inconvenience caused by Xfinity’s handling of this matter.

I am not looking for another routine customer-service interaction. I am specifically requesting that this matter be reviewed by Executive Customer Relations/Executive Resolutions.

Please provide a written response addressing each of the points above and explaining how Xfinity intends to resolve this matter.