Visitor
•
1 Message
Billing/fire/acct in collection
Hello folks,
I been a Xfinity customer for several decades, And i have always paid my acct on time. This past November I had a fire at my home that originated from the neighbors..the damage was substantial and destroyed electric and cable lines to my home. Unforuntately I didnt have home owners insurance and the home was paid for. Several days after the fire I contacted Xfinity about the incident and they placed my account on idle..which kept service up and i paid I believe $15/mth. Keep in mind at the time of the fire my acct was in good standing with $0 balance. After 2mths I tried to get service restored at my home, but they wouldnt restore with the home not having power..I had to pay out of pocket over $2000 for electric to be restored 2mths after...but I had backup power resource b/c I wanted to monitor camera system..so I eventually rcvd a bill via email stating I owe $118 once power is restored to my home along with service..well that never happened b/c power wasnt restored for several mths and my acct went to Seqium collections for $118..i still to this day dont understand why i owed that money..my contract I had prior was cancelled and service removed in mid January. I tried explaining that i didnt understand the new charge, i explained i havent had any service or wiring to my home since Nov 25th, then they started telling me I had one of their modems..which was untrue for several yrs since I bought a modem from Best Buy and returned my last provided modem to a Xfinity store nearby. I have since paid the balance of $118 through Xfinity b/c I cant stand how I have collection acct on my credit report now. I tried calling Xfinity today and this call center rep kept telling me my acct is ok after 3mins for the 30 minute call duration. Im so disgusted with Xfinity and never want to return to any service they provide for doing this to me in a very hard time. All repairs have been out of my pocket and continue to be..im also living with friends until home gets repaired. I wont understand the $118 charge nor the zero understanding on their end for this issue im still dealing with. Question? How can i get that collection acct off my credit report from this point? How can I get a escalated billing specialist to explain why I had to pay that $118? Any input will be appreciated.
EG
Expert
•
119.8K Messages
3 hours ago
The concern is not "Community Center" help related............ Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityKam
Official Employee
•
359 Messages
2 hours ago
@user_s8282o Thank you for reaching out It sounds like you've been dealing with a lot between the fire damage, restoring your home, and then trying to sort out billing questions while living elsewhere. I can understand why you'd want a clear explanation of where that $118 charge came from and why it ultimately ended up affecting your credit. Regarding the collection account, if the balance has already been paid, the collection entry may remain on your credit report even though it shows a $0 balance or "paid" status. Whether it can be removed depends on several factors, and Xfinity generally cannot directly remove accurate reporting made by a collection agency. What I can do is look at your account and figure out why you were billed $118.
Please send us a direct chat message with your full name and complete service address
How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)
Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
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/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
0
0