Visitor
•
1 Message
Xfinity Committed Fraud and Now Collections Agency Calling Me for Debt I DON'T OWE.
I am writing to formally dispute a past-due balance on my account and a subsequent collection notice from Credence Resource Management. In April of 2025, I noticed an Xfinity Mobile balance on my account despite NEVER OPENING AN ACCOUNT. The account was in a different state and had an address and phone number belonging to a man I do not know. Should be simple considering this is clearly not me. Xfinity assured me that they removed the account. July of 2025, the account is there and now says past due, I have multiple calls and chats for hours before I am told, again it is gone. August 2025, the account is still there, I file another complaint where they say it is resolved. The account NEVER GOES AWAY. January 2026, the account is still listed, I talk with ANOTHER representative from the fraud department who, again, says they cannot see an account and that it is gone. May 2026, I get contacted by Credence Resource Management and my credit gets dropped due to this. Xfinity committed fraud and allowed a stranger to get services in my name. Never contacted me about it never got permission. Xfinity never cleared the balance. Never took action to resolve their mistake and now my credit score is at risk.
To resolve this matter, I require the following actions immediately:
- Xfinity must contact Cadence Collections to retract the debt and confirm I am not past due.
- My account balance must be credited to zero.
- Written, notarized, confirmation must be provided to me stating that the account is closed with a $0 balance and that no negative information will be reported to credit bureaus.
I have attempted to resolve this through standard customer service channels without success. I look forward to your prompt response to correct this internal error. This company does not deserve to be in business.
XfinityThomasD
Official Employee
•
1.9K Messages
3 days ago
To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
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.
0
0
user_ykitt5
Visitor
•
2 Messages
1 hour ago
Hello,
Xfinity Mobile expects me to pay for a mobile line which was free of charge as part of my internet plan. As it can be seen in the attachments, that mobile line was free: “ your Unlimited line discount that has been included as part of your plan for the last year. As a reminder, that promotion expires on 11/21/25. “
Then, I received a letter and sms from Credence Resource Management, LLC - Debt Collector, and realized that Xfinity Mobile gave me to collection firm.
I sent the following email to Credence Resource Management, LLC - Debt Collector, but their response was totally wrong so they want to charge me unfairly.
Even my bank decided by checking the proof I provided that I am 100% right and my dispute was resolved on my favor.
I am not sure if the collection firm or Xfinity Mobile are checking my proof, but the charge has to be cancelled.
Also, they do not share any proof to show that that the charge is valid. It is because the charge is totally wrong and unfair.
Checking my proof of email and chat logs from the Xfinity Mobile, this case has to resolved on my favor.
Hello Credence Resource Management, LLC – Debt Collector,
I hope this is email is going to be the last one regarding this matter, and everything will be resolved.
Thanks for contacting me. I really appreciate your sms as well as your call and your understanding about the case.
You must know that Xfinity has one of the worst customer services I have seen so far.
First of all, they are not able to reach and analyze the information at once.
In other words, I have to explain everything one by one so that they can understand what is going on.
Second of all, they are neither customer-oriented nor solution-oriented. They waste my time for nothing at all because they cannot do or decide anything at the end.
Thirdly, it seems Xfinity does not have a proper system or is not able to follow its system. They charged me many times for nothing, and even you cannot understand how it is possible to charge me for those cases.
Just as an example for you, Xfinity charged my credit card for the mobile line, which was cancelled by its customer service and for which I got the confirmation from the customer service that I do not have anything to pay. I contacted the customer service to cancel it, and the person told me that it has been cancelled. Just after I closed the chat, however, I got a message that the refund request has been taken and in evaluation process for about 14 days. This is again a misinformation by its customer service, and too bad dealing of the case by Xfinity. Since it is a clear mistake by Xfinity, they could directly cancel the bill or refund the same amount, but they will “evaluate”. Why should I need to wait another 14 days to get my money back?
I had all the proofs, so I could dispute via my bank. I waited until the result of evaluation process.
Once I got a message that they were not able to refund the amount, I sent all my proofs to my bank and the bank immediately reached the resolution that I was undoubtedly right on my dispute.
Last but not least, this kind of examples leads to the opinion that Xfinity is an amateur company. They cannot even read data in their system, their customer service does not meet the sector standards, and they are not customer/solution oriented.
Please find all the proofs in the attachment, and tell them to correct their system and stop trying to charge my credit card.
Best regards,
0
0