Xfinity Mobile sent my account to Credence after I struggled to cancel an unused phone line

Xfinity Mobile cancellation issues turned into months of collection calls — requesting executive assistance

I’m hoping someone from Xfinity’s Executive Customer Relations team can help me resolve an incredibly frustrating experience with my former Xfinity Mobile account.

When my ex-girlfriend and I were together, she had a phone line under my account and was responsible for paying for it. After we separated, she switched providers, stopped using the line, and attempted to cancel the service. She was told that I needed to handle the cancellation because the account was in my name.

That’s when I started trying to deal with Xfinity myself.

Unfortunately, getting help through the call centers was a nightmare. I had difficulty understanding the representatives because of excessive background noise, and I couldn’t get a straight answer about what needed to happen. I made several attempts to resolve the situation but couldn’t get meaningful assistance.

Meanwhile, nobody was using the phone line, and unpaid charges continued accumulating.

I’ve since reviewed the original billing statements and understand how the $485.56 balance accumulated. What I don’t understand is why getting help with an unwanted service was so difficult.

Then Xfinity sent the account to Credence Resource Management, and things became even worse.

For months, I dealt with repeated collection calls from numerous telephone numbers. I eventually started documenting them and identified more than 49 different numbers that connected to Credence’s automated system when called back.

Between August 5 and August 11 alone, my records show eight apparent call entries involving seven different numbers.

On October 19, I formally disputed the account and requested that Credence stop contacting me by telephone while continuing to communicate in writing. The following morning, I received another call from a number that connected to Credence when I returned it.

When I asked for clarification and documentation, Credence gave me a general statement that its calls complied with the law. Shortly afterward, it informed me that it would cease all further communication, even though I had only asked for the calls to stop.

Now this collection appears on both my Experian and TransUnion credit reports.

From beginning to end, this entire situation has felt like constant harassment. First, I couldn’t get meaningful help from Xfinity to resolve the cancellation. Then I spent months dealing with collection calls from Credence. And despite trying to resolve the matter, I’m still left with the balance and negative credit reporting.

I understand the account was in my name, and I’m not claiming that an unused phone line automatically becomes free. But I genuinely tried to address this before it escalated.

I’m asking Xfinity to review my customer-service interactions, the attempted cancellation, and the conduct of its collection agency.

Given everything that’s happened, I would appreciate consideration of permanently canceling the remaining $485.56 balance and arranging removal of the related collections from Experian and TransUnion.

I’ve already initiated a formal dispute and would really appreciate having someone from Executive Customer Relations review this privately rather than sending me through another call center.

Thank you for taking the time to read this.