Visitor
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3 Messages
Need Help With Closed and Paid Account Sent to Collections
Hello Xfinity Representative,
I hope this finds you well. I am writing in regards to an internet account that is no longer active and has been paid in full as of 7/26/2026. It is being sent to collections by Credence Resource Management, LLC. I would like to speak with a live representative who can confirm that this is not a valid collections case associated with my account, along with steps to prevent this from impacting my credit.
I request the following:
- Written confirmation that this account/debt is not valid and does not belong to me
- Confirmation that Xfinity has notified Credence Resource Management to stop collection activity
I'm happy to provide additional information to help with the case. Your response with confirmation and next steps is appreciated.
XfinityChelseaB
Official Employee
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2.5K Messages
1 month ago
Hello @user_a5y3ff, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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user_a5y3ff
Visitor
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3 Messages
1 month ago
Correction: I meant my previous Xfinity internet account was longer active and has been paid in full as of 7/26/25 (almost a year ago). I have also checked my Xfinity dashboard on 6/20/26 (the collections text from Xfinity Assistant was received on 6/16/26) and the account linked to my address shows a $0.00 outstanding balance.
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user_de9nlc
Visitor
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1 Message
2 days ago
This same issue has been happening to me for almost 2 years. Closed and zeroed an account in Dec 2024. It was sent to collections and Xfinity confirmed that my account balance was zeroed and said to ignore the debt collector. In Dec 2025, this debt (no idea where the $ number from the debt came from) appeared on my credit report. I was able to get it removed by contacting the credit report bureaus. Now, in July 2026, I’m starting to receive messages from Xfinity and another debt collector that my account was sent to collections. All of my previous Xfinity accounts are closed with a 0 balance. Why am I continuing to be harassed by Xfinity and its debt collectors over a zero balance?
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