Xfinity wrongfully sent me to debt collection and hurt my credit [Edited: "All Caps"]

**To Xfinity representative, I swear if I see an automatic, cookie-cutter reply to this saying "Send a direct message using this link" I'm going to explode. Do you even put real effort to actually work with your customers? Please read the rest to understand why I am saying this.**

[Edited: "Solicitation"]!! I am extremely furious with Xfinity, as they have wrongfully charged me for months of service that I cancelled. Their customer service is the worst I've ever experienced.

I have always paid my bills in time. Back in December 2023, I requested a cancellation for my internet service because I was moving out. I received an email confirmation that my last day of service would be January 2nd, 2024 (see below for screenshot). I paid my bill for that last cycle on time.

However, in middle of January, I was notified that I had a balance due for a service cycle from January to February. I immediately contacted customer service that this was a mistake on their part, that I had a confirmed last day of service of January 2, 2024. The agent told me the balance would be taken off. HOWEVER, in February I get another bill for "using their service". I contacted them again, during which they said they will remove the balance. NOTHING happened, so in April I went into the store to clear the situation (I had returned my equipment and everything), and they assured me they will remove the balance. 

I felt confident they did their job after that, BUT after a few months I started to receive messages from Sunrise Credit Services, a debt collector, that I owed money. I was very confused as I have a very high credit score and have never owed anything ever--I even thought the message was a scam. Then I got a message from my bank saying that there had been "a major derogatory remark" on my credit [Edited: "Bold Lettering"]. Upon investigation, I found that Xfinity had sent the collecting agency against me. I immediately called Xfinity to resolve this, and after an hour of automated systems, hold, and transfers, I was able to speak to a live agent who assured me that the balance would be removed. They opened a ticket regarding the issue and told me my issue will be "Escalated." A couple hours later, I get a notification that the ticket has been resolved and closed. I check my account again after 24 hours and nothing had changed. I called again and again and spoke with several agents -- each time they have no idea what I am talking about, which is really concerning and leads me to wonder if they even take a record of my issue. I find myself having to explain myself over and over again [Edited: "Bold Lettering"], and all they really do is stick to their script and not really get to the solution I am asking for. 

@Xfinity, you NEED to train your customer service agents better. (1) They have no background on my issue [Edited: "Bold Lettering"], even after I contacted multiple times about the same issue. (2) They close the tickets prematurely [Edited: "Bold Lettering"]. I don't know if that is to increase their metrics, but it is completely unprofessional to let a customer know their issue has been resolved when it actually had no progress [Edited: "Bold Lettering"]. 

I finally got connected with an agent who was able to remove the wrongful balance on my account, but they still haven't contacted the debt collector to remove that wrongful debt from my credit record. I called the collecting agency myself, and they said they are not able to do anything until Xfinity directly communicates with them to rescind that balance from my record and that my credit score will continue to be hurt until they do. If it took them almost 10 months to remove that wrongful balance from my Xfinity account, I worry how long it's actually going to take them to contact a third-party to remove it on their side. Each day they are not doing so hurts my credit [Edited: "Bold Lettering"].

[Edited: "Solicitation"]. I am really disappointed as I had been a loyal customer with them, and this is how they treat their customers.