Sent to collections

I have this same issue but do not see a direct message option anywhere, just the chat box or go to a store. My service ended last year and now I see on my credit report this account is at collections. Have gone to the store and called numerous xfinity numbers but no one understands your collections process nor can help

Hello @user_auz8ra, thanks for your comment. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
Sorry to hear about the difficulty you've had trying to get assistance with this matter. I can certainly understand how concerning it would be to discover a collection account on your credit report and to take steps to get clear answers, but to get the runaround. That is not the experience we want for our customers, and we would like the opportunity to turn this around. So that we can securely access and authenticate your account. Please 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; we'd be more than happy to look into this for you. You can see how to send us a direct message here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514