Retrieve Statement from Inactivated Account

Hi

I moved from one state to another and no longer have access to my old account.

I was incorrectly charged a cancellation fee which has since been removed.

However, the account was sent to collections and I need to provide proof that the fee was removed (and account balance is now zero).

Going to a store in person does not help because they cannot access my old account. Calling support does not help because the account is in a different region and of a different type.

Is there a centralized support phone number at the corporate level that can properly route my request?

Responses

XfinityJeniece

Official Employee

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2.5K Messages

10 months ago

Hey there, @UserThatMovedStates thanks for reaching out through Xfinity Forums regarding your previous account. Have you attempted to reach out to the collection agency directly for proof of the paid-off account balance?

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UserThatMovedStates

3 Messages

Thank you for the response. The timeline was:
1) I received email from collection agency with my old account number

2) I contacted Xfinity who provided a bill credit for the incorrect fee, and the representative verbally told me that the old account now had zero balance

I was unable to get written confirmation of zero balance over the phone. Your suggestion would be to reach out to the collection agency. However, I would like to provide them with an account statement from Xfinity showing that the balance is now zero.

If I do not provide them with that information, will the collection agency be able to see the updated zero balance from Xfinity?

10 months ago

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XfinityMichaelC

Official Employee

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4.1K Messages

It all depends on when the account was zeroed out as it can take up to 30 business days. If you reach out to them and let them know it was zeroed out, then they should open an inquiry for them to reach out to us to verify the account has been corrected.

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10 months ago

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UserThatMovedStates

3 Messages

Thank you, I have passed that information along. I will follow-up here if there are any issues and I need to get a phone number to discuss with Xfinity

10 months ago

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UserThatMovedStates

Retrieve Statement from Inactivated Account

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