Formal Request for Resolution of Billing Error, Duplicate Account Assignment, and Collections Dispute

I am writing to formally request resolution regarding an account error that resulted in duplicate billing, improper account handling, and a collections referral stemming from an issue created by Comcast/Xfinity.

In 2024, a Comcast/Xfinity representative assigned two separate accounts and two phone numbers to a single device. Both eSIMs were active on the same device simultaneously, which caused data usage to appear on both lines. As a result, I was charged for two services tied to one device, despite this configuration being created by your technician and not by my request or action.

When this issue was discovered in 2025, I contacted Xfinity to request mediation and a refund for the duplicate line charges. My request was denied on the basis that both lines showed usage. However, this usage occurred because both eSIMs had been simultaneously assigned to the same device by Comcast/Xfinity.

In an effort to force review of the issue after resolution attempts failed, I canceled the payment method associated with the second account until I could speak with someone who understood the issue. I was later contacted by Xfinity and informed that the matter was understood, the duplicate account would be closed, and that there were no outstanding device fees associated with my one active account.

Despite receiving this information, the closed account was later sent to collections for approximately $530.

After being contacted by the collection agency, I again contacted Xfinity and was told that because the account had already been transferred to collections, Xfinity could no longer assist me and that I would need to resolve the matter directly with the agency.

This is unacceptable, as the charges originated from an internal account and provisioning error caused by Comcast/Xfinity. I should not be held financially responsible for duplicate charges, fees, or collections activity resulting from a technician assigning two accounts and two phone lines to a single device.

I am requesting the following actions:

1. Immediate review and acknowledgment of the duplicate account/device assignment error.
2. Removal or recall of the $530 balance from collections.
3. Full correction of any negative credit reporting associated with this account.
4. Written confirmation that my current active account is in good standing with no outstanding balances related to this issue.