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Problem With Adding Another Line

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Posted by
Contributor

Message 1 of 10
259 Views

I am trying to order another LG X Charge to replace my son's phone that was being replaced until the dog got to it. I get to check out and get the following message:

Pay off your balance first

You have an outstanding balance on your XFINITY Mobile Account because we’ve been unable to charge your card on file. Before you can check out, you must head over to My Account to verify your payment information.

Note: After you update your card on file, it make take a few minutes for your payment to process. If you’re unable to proceed with checkout, try again in a few minutes.

 

The only outstanding balance I can see is the orginal cost of my phone for which I paid full price.  I did verify my cc information to make sure it was all correct and it is/was.

 

I just went and looked at my cc account and all charges have been processed. There is another phone on backorder but not sure if they have tried to bill it or not. Now what?

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Posted by
Official Employee

Message 6 of 10
250 Views
Solution

 

patgeary, I am glad they were able to replace your order. Did the $2.20 issue get solved? 

 

KenF




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9 REPLIES
Posted by
Contributor

Message 2 of 10
229 Views

Problem is with the pending order and the billing of $2.20 for that phone. CC company says they have not received any transactions for that amount. Xfinity tries to push it through and it says submitted but charge never reaches the cc company. Tried changing cards and same problem. Mind you three other charges have gone through with no problem at all, just this particular phone which was on backorder. And I cannot order another phone to replace the one the dog ate until they can clear this up which is obviously on their end. The person I talked to did create a Tier 2 ticket so we shall see what happens. And things were going so well.

Posted by
Frequent Visitor

Message 3 of 10
210 Views

use a different credit card ,,,, Me ??  for my Second line / Phone ,, I phoned the 800 number

very late at night , got an answer at once ,, did it all over the phone ,,, a week ago 

just got the tracking number for delivery tomorrow ,,,

Posted by
Contributor

Message 4 of 10
181 Views

Thanks Bingee3. I called the 800# twice and spoke with a specialist each time. Did try new cc with no luck. It shows a transaction for 00 dollars from Xfinity but nothing for the $2.20. They tried to push it through again abut no go. Now in one place it shows as Past Due when the phone has not been shipped. And evidently the specialist cannot override it to order another phone. And  the fact that they tried to push it through again has changed the order date. I had been very happy with Xfinity up until this point. Come on guys, $2.20 that is due when the item is shipped is keeping me from ordering a new phone. FIX IT since it is something on YOUR end as all charges have gone through with no problem. 

 

Posted by
Contributor

Message 5 of 10
169 Views

UPDATE: No one could seem to figure out the problem with the phone that was on backorder and marked as payment past due so that order was cancelled and 2 new orders placed. Today's specialist was much more helpful. End result is my son is still without a phone BUT there are two coming. Of course, they are also backordered and will supposedly be here on September 25th. I am keeping my fingers crossed that there are no hiccups with this order. And my phone works perfectly but is more for emergencies than anything else. 

Highlighted
Posted by
Official Employee

Message 6 of 10
251 Views
Solution

 

patgeary, I am glad they were able to replace your order. Did the $2.20 issue get solved? 

 

KenF




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Posted by
Contributor

Message 7 of 10
157 Views

KenF, no even Teir 2 could not figure it out so they just cancelled that order and placed another one. So hopefully one day, Michael will have his new phone.

Posted by
Official Employee

Message 8 of 10
155 Views

Gotcha. Let me know if you need help tracking those new orders once they ship, patgeary.

 




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Posted by
Contributor

Message 9 of 10
144 Views

Thank You KenF. Delivery not expected until Sept 25th so will just be patient and wait and see how it progresses.

Posted by
Official Employee

Message 10 of 10
143 Views

Cool. Thanks for your patience. I'll check in on you on the 25th. 

 

 




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