Urgent Assistance Requested - Equipment Return & Credit Reporting Issue

Good morning. I am requests assistance with a recently discovered issue related to my priority account with Comcast Xfinity.

During the process of applying for a home loan, I was informed of a collection account tied to unreturned equipment which I was previously unaware of this charge. Since then, I have returned the equipment on March 15th, 2026 to the Reston, VA location helped by James Taylor at the location, and have resolved the balance with Sunrise Credit Services on the remaining fee.

However, I am now being asked to provide documentation confirming the equipment was returned, and I have been unable to obtain through standard customer support channels, and was denied the documentation by James and his Manager as Comcast "internally processes these and a receipt can't be given." I assume basic inventorying and asset management requires documenting equipment coming in and out. James did provide me with his business card, and I have also emailed since then just simple confirmation that equipment was received through email.

Given the urgency of my home purchase, I respectfully request the following:

• Written confirmation that all equipment associated with my account has been returned
• Confirmation that there is no outstanding equipment balance on my account
• Consideration of recalling the account from collections and requesting removal of the associated credit reporting, as I am willing to cooperate and working hard to resolve the matter

The issue is currently impacting my mortgage terms, so any assistance you could provide would be greatly appreciated, including expediting reporting to Sunrise Credit Services that the equipment has been returned as they said they are waiting on Comcast.

I am happy to provide any additional account details needed to locate my records.

Thank you for your time and support in advance!