Regular Visitor
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5 Messages
After many hours spent trying, I am still not able to pay off my device in one lump sum
This has been a very strange and exceedingly bad experience, considering this is a large, multinational company.
Comcast Xfinity has been refusing to let me pay off my mobile device.
I have a device installment plan. Then I closed my cable and mobile accounts.
During the account closure process, I was not prompted to pay off the phone. Should have done it then.
Now, when I try to pay through the website, the payment area is disabled, and I get the "This account is closed" message.
I tried doing it through chat. I was placed on a long pause, then transferred to another agent, and another very long pause. I thought this was just a bad day for their reps, so I tried the chat again. Again, agents are keeping me on hold to "check with another department," passing me around, and doing everything they can to make me wait hours and give up.
This is around 6 hours wasted so far.
I went to the retail store, and the manager said the account is closed but that he'd check with someone in the back. The guy disappears for 30 minutes, comes back to tell me he cannot access my closed account. As an alternative, he offers to talk to the payment kiosk at the store. Another half an hour, she says someone in "engineering" is doing something, and I should be able to do it in the store in 15-30 minutes. The manager guy disappears in the back for an hour. When he comes back, the story is that I need to wait another 24 hours, etc.
I want to pay off my account balance now. This is not a difficult or strange request for a phone company. You call, make a payment, and you are done. Why has Xfinity been stalling? Why am I unable to make a payment on my open account right now? The account is open, and I can access it through the web. Monthly payments are being made through auto-pay. Why did I have to spend 10 hours trying and still can't MAKE A PAYMENT ON MY ACCOUNT?
This is about as simple as it gets. Paying my bill. Right now, with a card. Why is this a major challenge? How do I get this done?
XfinityThomasA
Official Employee
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3.7K Messages
3 days ago
To better understand your situation, could you let us know if you're transferring (porting) your phone number to another carrier, or if you still have active Xfinity Internet service at your home?
In general, when an Xfinity Mobile line is disconnected, the service ends and any remaining device balance becomes due. If you're porting your number to another carrier, the Xfinity Mobile line will automatically disconnect once the number transfer is successfully completed.
If your Xfinity Mobile account has already been disconnected, any remaining device installment balance is added to your final bill. You can review and pay that balance through the Xfinity app or by signing in to your online Xfinity account.
However, if you've canceled Xfinity Mobile but still maintain other eligible Xfinity services, such as Internet or TV, you may be able to continue making monthly device payments rather than paying the remaining balance all at once. To pay off your Xfinity Mobile device early, open the Xfinity app and sign in to your account. From the Account tab, locate the Xfinity Mobile billing section and select Make Early Payment. From there, you can review your options and choose the amount you'd like to pay toward your device balance, including paying off the remaining balance in full.
Once we know a little more about your situation, we'll be happy to provide the most accurate guidance and help explore your available options.
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