Visitor
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2 Messages
Unpaid Bill after cancellation of service sent to Collection Agency
Dear Xfinity Support,
I have been a customer of Xfinity since March 2023. In March 2025, I moved to a location where Xfinity services are not available, and I contacted your support team to cancel my service accordingly.
I called three separate times to request cancellation, and each time I was assured that the service was cancelled. I also specifically requested email confirmation after each call and was repeatedly told, "You will receive it within 15 minutes after this call." That confirmation never arrived.
Now, in September 2025, I have discovered a significant drop in my credit score—57 points—due to a collection account reported for an unpaid bill on a service I was assured had been cancelled. This is completely unacceptable.
I expect immediate action to:
Provide a detailed explanation of how this happened.
Correct the error with the collection agency and remove the derogatory mark from my credit report.
Confirm that my account is indeed closed with no outstanding balance.
This issue has caused unnecessary damage to my credit and was entirely avoidable had your team followed through on its commitments. I expect a prompt resolution.
XfinityJeff
Official Employee
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150 Messages
3 hours ago
Good morning @user_00kocc, and thanks for reaching out to us on the Xfinity Forums, I hope you are having a good day so far. I am sorry to hear that you had such difficulty canceling the service when you moved, but you have reached the right team that can take a look at the account and make sure everything is closed. Could you please send our team a direct message with your full name and full address?
To send a direct 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, please add your full name and address
• Press Enter to send it
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XfinityJeff
Official Employee
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150 Messages
2 hours ago
@user_00kocc I am glad we were able to get everything wrapped up on the account. If you ever need assistance with anything in the future, please reach out to us again on the Xfinity Forums, and I hope you have a great rest of your day!
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