unresolved Xfinity Mobile billing/collections

I need to escalate an unresolved Xfinity Mobile billing/collections issue to the Xfinity Mobile Executive Team.

My Xfinity Mobile service was suspended on August 17, 2026 because of an approximately past-due balance. I contacted Xfinity on August 17 and spent over two hours working with a representative to establish a repayment plan. Xfinity subsequently sent me a written confirmation email showing that the repayment plan had been established, with my first payment scheduled for September 17, 2026.

I was never told during that August 17 call that my account had been sent to collections or that I was ineligible for the repayment arrangement.

The repayment plan was subsequently canceled, and when I contacted Xfinity today I was told for the first time that my account had been sent to collections because no payment had been received since March/April. My service remains suspended.

I acknowledge that I have a past-due balance and am not disputing that I owe Xfinity money. I am trying to resolve the balance, but I cannot pay the balance in full.

I am requesting that the August 17 repayment-plan confirmation, the reason for its cancellation, and the date/status of the collections referral be reviewed by the Xfinity Mobile Executive Team. I would like to either have the confirmed repayment arrangement reinstated or be offered a reasonable alternative that will allow me to restore my service and pay the balance.

I have documentation of the repayment-plan confirmation and my previous payments and can provide it privately.