Dear Xfinity Support. I discontinued my Xfinity service in April of 2026 and I contacted your support team to cancel my service accordingly.

I called three separate times to request cancellation, and each time I was assured that the service was cancelled. I also specifically requested email confirmation after each call and was repeatedly told, "You will receive it within 15 minutes after this call." That confirmation never arrived.

Now, in October 2026, I have discovered a significant drop in my credit score— 30 plus points—due to a collection account reported for an unpaid bill on a service I was assured had been cancelled. This is completely unacceptable.

I expect immediate action to:

1. Provide a detailed explanation of how this happened.

2. Correct the error with the collection agency and remove the derogatory mark from my credit report.

3. Confirm that my account is indeed closed with no outstanding balance.

This issue has caused unnecessary damage to my credit and was entirely avoidable had your team followed through on its commitments. I expect a prompt resolution.