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user_apz4gy
1st Topic

Visitor

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3 Messages

Wednesday, February 18th, 2026 5:42 PM

wrongfully sent to collections

I cancelled my services at my old address and returned my equipment but for some reason it was never marked as returned. I did not realize this as the account was closed and I had removed my card information. The money from the old account was sent to collections and has been lowering my credit. I called the support number and they put a $100 credit on my old closed account but the collections account is still open and hurting my credit. Super frustrated and cannot get anywhere when I talk to people over the phone, they only want to try to sell me more internet. WHY would I open another account with a company that actively has a wrongful collection open.

Question

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Updated 

25 days ago

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XfinityJeffB

Official Employee

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138 Messages

25 days ago

 

user_apz4gy I completely understand how important your credit rating is. I have to watch mine as well. I want to dig deeper into this with you. 

If you would send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be happy to look into this for you. 

 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d6303…

 

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XfinityJustinC

Official Employee

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2.1K Messages

25 days ago

@user_apz4gy thank you for sending the direct message, I was able to locate that and will follow up with you there to continue with the collections concern. 

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