Visitor
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1 Message
Received Collections Text For Account in Good Standing
I received a text from Xfinity Assistant stating that my account has been sent to a collection agency. I have not cancelled any services, there are no overdue balances and my next payment due in a week is no higher than last month's (no past balance due). I double-checked all of this in my account page today. With AI customer support, it is nearly impossible to phrase a question to get the answers I need.
Has anyone else received a notice like this?
EG
Expert
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121.3K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityCliff
Official Employee
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689 Messages
4 hours ago
Hello @user_c23ngb, and thank you for reaching out on our Xfinity Community forums. (Thanks, @EG for spotlighting this for us!)
I can understand why that message you received might be confusing. If your current account shows no past-due balance and your services remain active, a collections notice might seem out of place.
The message may be tied to an older account rather than the one you're currently viewing. For example, if you've ever moved service, had a previous account at another address, disconnected service in the past, or returned equipment, there could be a balance or unresolved item associated with that account even though your current account looks perfectly fine.
It's also possible that the notification was triggered by an adjustment or account update that isn't immediately visible when looking at your current billing page.
Just out of curiosity, have you had any previous Xfinity accounts, moved recently, disconnected service, or returned equipment within the last few years? That may help narrow down if the message is tied to an older account.
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