Xfinity Says I Owe $643 — Xfinity’s Own Bill Says $0

Hello,

I am an Xfinity Mobile customer trying to update my shipping address and order a new phone. My order is being blocked because an old, inactive internet account is showing a $643.52 balance, but I cannot see what the charges are for and I believe this is an account-status error.

I moved from Chicago years ago and returned the modem to an Xfinity/Comcast store in Chicago during that move, near 4401 N Clarendon Ave, Chicago. I no longer have the receipt because this was years ago, and I believed the issue had already been resolved.

The Xfinity Assistant refuses to connect me to a human because the account is supposedly in collections, and the phone number it provides is a loop. I cannot cancel service, update my address, order a phone, or speak to a human through the phone or chat system to explain the situation.

I am requesting:

1. An equipment research ticket for the modem serial number/MAC address tied to this charge
2. A review of the return/warehouse scan history
3. An itemized breakdown of the alleged $643.52 balance
4. Correction or courtesy removal of the old equipment/account block
5. Removal of the collections/order hold from my Xfinity Mobile account so I can continue service and purchase a new phone

I also have an Xfinity document dated August 27, 2024 for account ending 2821 that shows the previous balance of $643.52 was credited in full. The document shows:

• Previous balance: $643.52
• Credits: -$643.52
• Balance forward: $0.00
• New charges: $0.00
• Amount due: $0.00

On page 3, it specifically states: “Charge Off Account-principals Aug 26 -$643.52.”

Despite this, your system is still blocking my Xfinity Mobile order as if I currently owe $643.52. Please escalate this as an account-status/billing error and remove the collections/order block from my Mobile account.

Please advise.