Xfinity fraudulently put a collection on my credit report after transferring service

Xfinity fraudulently put a collection on my credit report after transferring service.

In fall 2025, I made a local move within my city. I was in a rowhome and had Xfinity service, and moved to a high-rise building. I went online and initiated the transfer of service from the rowhome to the high-rise. However, upon move in to the high-rise, I was informed the building has a dedicated Xfinity sales representative who has special offers/bundles/packages (whatever you want to call it) for building residents and was encouraged to reach out to the sales rep.

I did end up getting in touch with the sales representative. He was not particularly friendly. He criticized me for starting the transfer of service on my own, and not waiting to get in touch with him. He did have a better service bundle than I was offered online through the self-service channels, so I took his offer and he then conferenced in some kind of support person to keep my same existing account, and move it to my new service address.

What I have just discovered is that instead of transferring my service, they closed the account on the rowhome, and opened a new account on the high-rise. At no point did the sales representative or the support person tell me they were doing this. At no point did anyone from Xfinity tell me that closing the account on the rowhome will turn off paperless billing and autopay. And now I find out Xfinity has put a collection on my credit report, because the rowhome account went unpaid and has been "charged off".

So now I have a massive ding on my credit score, because the Xfinity sales representative had the support person transfer my service improperly, all so he could get a slimy commission off me. I have spent 6 hours between the live chat and on the phone trying to get somebody from Xfinity to understand what they did to me. Xfinity and its various 'support representatives', to the absolute shock and awe of no one, has been incompetent, at times rude, and absolutely unhelpful in understanding what my issue is.

Everyone I get in touch with says something to the effect of "well the account went to collections because you didn't pay the bill" which I already know. What Xfinity spectacularly fails to understand is that I had paperless billing and autopay set up for a year, and Xfinity turned it off when I moved. At times, I have been connected with literal robots. It is horrifying how they now have AI voices handling calls.

How do I get this fixed? This is not my fault. I am ripping my hair out at Xfinity's spectacularly terrible "support".