Visitor
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2 Messages
URGENT: Formal Complaint - Failure to Cancel Account Despite Multiple Requests - International Move - Threats to Credit
Hello, I am writing here because all other channels have failed, and my account is suspended, blocking me from using the online chat.
I moved to China in June of 2025 and requested the cancellation of my service in July 2025. Despite multiple international calls and assurances from representatives that my account would be closed, it remains incorrectly active and I am receiving false bills.
I have been told to ignore these bills, but I am now receiving texts threatening to send the account to collections and report it to credit bureaus. This is unacceptable.
I cannot and will not post my personal account details in a public forum. I need a direct, secure email address from an Executive Customer Relations or Escalations team so that I can formally detail my situation and provide my account information privately.
Please provide a direct email address in your response so I can finally resolve this. I will not be making further international calls as they have proven ineffective.
Thank you.
XfinityQuemekia
Official Employee
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704 Messages
5 hours ago
Hello @user_t8t0dc, thanks for reaching out. I apologize for the extreme frustration and unacceptable experience you have had trying to resolve your account concerns. Being incorrectly billed and threatened with collections after moving internationally is not the experience we want for our customers. You've definitely come to the right place for assistance.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
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