1 Message
Wrongfully sent to debt collector
I called to cancel Xfinity Internet service (the only service I had) before I moved out of my old place. I would have LIKED to use a web form to do it, but unfortunately I could only call or go into a store. I disconnected my router and modem (my own equipment) right after, just in case.
A month or few months later, I noticed that I was billed again, even though I had cancelled before the next billing cycle began, and I had a zero balance when I cancelled. It didn't make any sense. I could see in my account that I hadn't used any data or anything either.
Xfinity tried calling me and telling me I had an overdue bill, and when I answered and explained to them that I had cancelled months ago, they wouldn't listen. They said there was nothing on my account showing I had cancelled. SO WHAT WAS I SUPPOSED TO DO IF I COULD ONLY SET UP A PHONE CALL TO CANCEL AND THERE'S NO TRANSCRIPT OF THE CALL??? This is why I would have MUCH preferred a web form! So stupid. Probably this way on purpose.
I went to an Xfinity store and explained the issue, they said it was confirmed to be cancelled. I checked my Xfinity account later, and the billing balance was returned to zero.
Now, even MORE months later, I started getting texts from a debt collector! Like what [Edited: "Language"], I thought this was over, and now this debt collector could affect my credit and all that [Edited: "Language"]?
Xfinity, please call of your debt collector. It's not my fault the person I talked to when I cancelled didn't actually cancel, if that's even the case. I'm not going to pay for internet for somewhere I didn't even live at the time.
Accepted Solution
XfinityDilary
Official Employee
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1.8K Messages
6 months ago
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user_fd6a0c
1 Message
5 months ago
Please let me know how you resolved this? I’m currently dealing with the EXACT same situation. When I cancelled on the phone the gentlemen told me my final payment and I paid it. He said to make sure to cancel autopay so I did that. Like you, I received a notice almost a year after cancelling from a collector (what????). I’ve tried using xfinity live chat, but that hasn’t been very helpful. Please let me know if you found an answer? THIS IS VERY FRUSTRATING and taking way too much time.
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user_6ilyv0
1 Message
2 months ago
I am having the same problem! I haven't had time to deal with it because I moved. Please help.
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user_jbozrn
2 Messages
1 month ago
I have had the same problem I have called Xfinity six times and canceled my service and continue to receive bills phone calls and now debt collectors, after calls I asked for the representative to email me a confirmation of my canceled service which I never received. This is the most corrupt company I have ever dealt with. I have an extremely high credit score and this company is trying to ruin my reputation. Beware
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user_u09v9c
1 Message
28 days ago
I am about to lose it over this. Happening to me as well. I have been on live chat with them FOUR TIMES, and every single time, the agent says "I'm going to open up a case about this, you will receive an email in 30 minutes" and I NEVER DO. Last time I even told the agent "you guys always say this, how can I trust you are actually going to open up the case after our chat?" and she said "rest assured you will be getting an email." AND I DIDNT. now I'm getting collections text from the agency. I have a super high credit score too and I'm 24 I don't even know how all this works.
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user_e9e7a0
Visitor
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4 Messages
28 days ago
SAME here!! So unprofessional and unacceptable that their incompetent customer service is leading to customers actually being hurt financially. They never cleared my overcharged balance (they billed me AFTER I cancelled service) and sent the debt collector after me, which is really hurting my credit score. I've been trying to resolve this issue SINCE JANUARY 2024! I cancelled my service in December, to which they emailed a confirmation saying my last day of service would be January 2, 2024. I paid my full balance and closed out my account, but I somehow got two extra bills for months of January and February. I've been calling/chatting/even went into the store to resolve this -- each time they said they will resolve it but nothing has happened.
After calling them continuously for the past few days (I was furious after receiving a notification from my bank that my credit received a "major derogatory remark"), they did seem to finally remove that balance. You are going to have to call them continuously for days for them to actually do something. And that is going to be hours of your life waiting on hold, going through automated system, and getting transferred from agent to agent.
Another huge issue I noticed is that whenever they open a ticket for me, they close it prematurely, before the issue has actually been resolved. I suspect that's why the issue doesn't get resolved.
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