Unpaid Bill after cancellation of service sent to Collection Agency

Dear Xfinity Support,

I have been a customer of Xfinity since March 2023. In March 2025, I moved to a location where Xfinity services are not available, and I contacted your support team to cancel my service accordingly.

I called three separate times to request cancellation, and each time I was assured that the service was cancelled. I also specifically requested email confirmation after each call and was repeatedly told, "You will receive it within 15 minutes after this call." That confirmation never arrived.

Now, in September 2025, I have discovered a significant drop in my credit score—57 points—due to a collection account reported for an unpaid bill on a service I was assured had been cancelled. This is completely unacceptable.

I expect immediate action to:

1. Provide a detailed explanation of how this happened.

2. Correct the error with the collection agency and remove the derogatory mark from my credit report.

3. Confirm that my account is indeed closed with no outstanding balance.

This issue has caused unnecessary damage to my credit and was entirely avoidable had your team followed through on its commitments. I expect a prompt resolution.