Urgent Request for Resolution of Erroneous Charges and Credit Report Impact

Dear Comcast/Xfinity Customer Support

I am writing to formally address an ongoing issue with my Comcast account that has caused significant distress and negatively impacted my credit score.

I have been a Comcast customer since 2022 and changed my internet plan in July/August 2024. Following that, I began receiving emails, letters, and phone calls about a past due balance, despite having enrolled in autopay and ensured all payments were made on time. After speaking with multiple agents via phone and chat, I was repeatedly told that these notifications were fraudulent and that I should ignore them. Agents reassured me that these were scams and advised me to forward any related emails or letters to abuse@comcast.com, which I did.

However, I later received an email from a debt collection agency, claiming a past due balance. I immediately contacted Comcast again to clarify the situation, and agents again confirmed that the debt collection notice was a scam, advising me to block and ignore it. I followed their advice and forwarded the information to abuse@comcast.com, but only received a "thank you" response.

Upon further investigation, I learned that a second account, which I had no knowledge of, was created in August 2024 and closed in September 2024. This second account had a balance that was later cleared after speaking with several agents. However, the debt collection agency has since reported a payment due, which has negatively affected my credit score.

I am requesting immediate action to address this situation, which includes:

1. Immediate removal of any erroneous charges associated with this second account.
2. Prompt removal of any derogatory marks or negative entries on my credit report that were caused by this issue.
3. A formal confirmation that this issue has been resolved, and that no further action will be taken against me regarding this matter.

This issue has caused significant stress and harm to my financial standing, and I am seeking your immediate attention to correct these errors and restore my credit to its accurate state.

Please confirm receipt of this email and provide an update on the actions being taken to resolve this matter. I trust you will handle this issue with the urgency it deserves.

Thank you for your prompt attention to this matter.