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How do you get help removing a collection when you do not owe Xfinity and still a customer

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How do you get help removing a collection when you do not owe Xfinity and still a customer

Xfinity sent a bill to collections in error and now i cant speak to anyone to remove. Representatives only tell me ir was done in error, however its still on my credit and Im current on everything. Unfortunately, all i did was transfer services to a new address.