Debt recall

Hello Xfinity Support,

I am looking for assistance with a formal debt recallfor a legacy account that was closed a while ago.

I discovered that an outstanding final balance of $94.58 was forwarded to a third-party collection agency.

I want to resolve this balance directly with Xfinity today.

However, I need a representative to facilitate a formal Debt Recall so that the contract with the third-party collection agency is canceled, and the collection trade-line is completely removed from my credit history.

Could a member of the Digital Care Team please reply to this post so we can move to a secure Direct Message to handle the payment and process the recall?

Thank you!

Responses

Oldest First

Selected Oldest First

XfinityAmandaB

Official Employee

•

3.2K Messages

10 hours ago

user_imc4b5 Thank you so much for reaching out for help with this outstanding balance. We appreciate you trying to get this taken care of. We are not able to assist with any payment processing here in digital care to ensure your payment account information's security. You are always able to call into our 1-800-Xfinity number or stop into a local Xfinity store location to get assistance with processing your payment. Once your payment is made, we will report your debt as resolved or settled in full, and that can take 30 to 60 days to update, depending on the reporting agency as part of an automated process. The only time we can fully remove a debt from your reporting is if the debt was incurred when identity theft is confirmed, or
A billing dispute or correction resolves the entire balance.

2

0

U

user_imc4b5

Visitor

•

4 Messages

This balance is both open and payable on the collection agencies website and on xfinity. I should not be able to make a payment on both platforms. And I have no guarantee that this will be taken off if I pay on one website when the other one is active.

I have seen several instances in this very community where the Digital Care Team successfully facilitated a Debt Recall in coordination with the Corporate teams to resolve reporting errors.

My concern is that the 'phone call' route has already led to conflicting information, and I am seeking a written record of the recall request to ensure it isn't simply marked as 'Paid'—which does not remove the collection from my credit profile.

Can we move to a direct message and take care of this payment and debt recall?

Like

Reply

5 hours ago

0

XfinityAmandaB

Official Employee

•

3.2K Messages

user_imc4b5 I apologize, we do offer to help with information in private, but unless the debt is not valid, it will not be removed, but only updated to be resolved as advised above. The balance is removed only if:
Identity theft is confirmed, or
A billing dispute or correction resolves the entire balance. As for making your payment, I can not assist, but feel free to make your payment since we always allow customers to access old account details, mainly the billing details for tax reasons, for up to 7 years, which includes making payments. If a payment is made using our app, the creditor would be notified to stop collection attempts.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

Like

Reply

4 hours ago

0

U

user_imc4b5

Visitor

•

4 Messages

10 hours ago

Debt recall for closed residential account balance

Note: This comment was created from a merged conversation originally titled Assistance requested

0

Xfinity Stream Website

user_imc4b5

Debt recall

XfinityAmandaB

user_imc4b5

XfinityAmandaB

user_imc4b5

New to the Community?