XFINITY MOBILE is sending a collections agency after me after they told me my case was closed!!!!

I am writing to formally dispute a past-due balance on my account and a subsequent collection notice from Cadence Collections. This situation is the result of internal fraud, not identity theft.

An Xfinity employee sent a mobile device to my address that I never ordered. I returned the device to an Xfinity store and informed staff that the order was unauthorized. Despite this, Xfinity continued to charge me monthly for six months. In December 2025, customer service stopped the recurring charges by removing my credit card from the system, but they failed to clear the fraudulent balance.

The account now incorrectly shows a past-due amount that has been sent to Cadence Collections. This error is now threatening my credit rating.

To resolve this matter, I require the following actions immediately:

1. Xfinity must contact Cadence Collections to retract the debt and confirm I am not past due.
2. My account balance must be credited to zero.
3. Written confirmation must be provided to me stating that the account is closed with a $0 balance and that no negative information will be reported to credit bureaus.

I have attempted to resolve this through standard customer service channels without success. I look forward to your prompt response to correct this internal error.

Thanks for confirming! We can ensure that the account was correctly closed. We would need you to send over a Direct Message. It looks like you did already. Please keep in mind that unsolicited Direct Messages are against the Xfinity Forum's policy. We will proceed with continuing to assist you there. We look forward to working with you on this.