Mishandled Account Transfer

I am documenting the full history of this issue because it has not been resolved despite multiple assurances.

Account Context
– Old account: ending in 2450  
– New account: active at same address  
– Equipment (modem MAC ending F1:00) is currently in use on the new account  

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Ticket / Reference Numbers Provided by Xfinity

– CR 25 20 30 619 (provided during prior chat)  
– Any additional ticket IDs provided for credits or escalation (please confirm all associated case numbers)

Please confirm that ALL tickets associated with this issue are linked and actively being worked, as I have not received consistent follow-through.

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Timeline of Events & Statements Provided by Xfinity

1. Account Transfer (Initial Setup)
– I was told all equipment and any remaining balance would transfer to the new account  
– This did not occur correctly  

2. Ongoing Issue (Over Multiple Months)
– Repeated text messages requesting return of equipment currently in use  
– Continued billing and collection notices tied to the old account  

3. Billing Discrepancy Identified
– I received a bill for $470.35  
– An agent confirmed this included equipment charges  
– I was told:
  • Equipment charges would be waived  
  • Actual remaining balance was $150.35  

4. Contradictions & Payment Issues
– I attempted to pay the stated balance  
– Your system failed to process payment  
– Payment links repeatedly redirected to the wrong account  

5. Assurances Provided During Chat (Multiple Agents)
– “Do not worry, messages will stop”  
– “Equipment is correctly associated”  
– “Balance will be handled”  
– “Credit will be applied”  
– “You will receive confirmation within 12 hours”  

These assurances were not fulfilled within the stated timeframe

6. Specific Promises Made
– $470.35 charge would be fully removed  
– $50 credit would be applied to the old account  
– Equipment charges would be waived  
– I would no longer receive return-equipment or collection messages  
– Written confirmation would be sent  

7. Escalation Issues
– I requested a supervisor  
– I was told a supervisor was involved  
– No consistent escalation or case tracking was provided  
– No direct supervisor contact was given  

8. Current State (As of Today)
– I am still receiving collection and equipment return messages  
– I have not received the promised written confirmation  
– I have been told I still owe $150.35 despite prior statements that the issue was caused by transfer errors  

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Key Concern

I am receiving collection warnings for a balance that is disputed and tied to an acknowledged account handling error. This creates risk to my credit due to incorrect internal processing.

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Required Resolution

I need the following completed and documented:

1. Full audit of the old account (ending in 2450)  
2. Written confirmation of:
   – Removal of all incorrect charges  
   – Any legitimate remaining balance (if any), with explanation  
   – Application of the $50 credit  
3. Confirmation that this account will NOT be sent to collections  
4. Confirmation that my credit will NOT be impacted  
5. A complete list of ALL case IDs / ticket numbers tied to this issue  
6. Confirmation that automated messages have been stopped at the system level  

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I will not make any payment until this is fully reviewed and documented due to the repeated inconsistencies and prior misinformation.

Please escalate this immediately and provide a verified case number during this interaction.