Regular Visitor
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14 Messages
Another why do I have to pay in person?
My monthly xfinty autopay failed to process on June 21/22 for my May 26 payment. I checked with the credit card company on file, and the one that was used last month to pay bill without problem, and was told nothing was processed or received from xfinity.
Now xfinity is not allowing me to pay bill online or by phone and i must visit a "store" to pay. This despite not having had a payment late or declined. The policy for in-person payments by xfinity is 2 late or refused payments in a 6-month period of which I do not have. I was also told twice, once in chat another by phone that there was an xfinity outage the date my payment processed and others had experienced the same problem. Despite using chat, phone and text I have been unable to make a payment, my case about this issue, ECM002282XXXX documenting this was closed by xfinity without any contact.
I am currently having mobility issues and cannot make it to a store. I have tried every avenue to pay and the last csr I spoke with today, Angel demanded to know why I could go to a store in February but not now, and insinuated that since I have used visa gift cards in the past to make partial payments that xfinity gladly accepted, and was never an issue previously, there may be fraud...I have been a customer since 1988 and am highly offended.
Assurances that I would be contacted and helped are not followed up on. I don't pay my bills late and spent 3 hours yesterday 6/23 and 2 hours today and still can't get help from xfinity to allow me to make a payment either by phone or through their website. The awful ai chat is near impossible to bypass or get to comprehend my issue, and hold times are ridiculously long. Contact me for the last 4 of the ECM.
thugrilla5
Regular Visitor
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14 Messages
1 day ago
I have never received any communication that a visit to the store will now be required going forward, the only email received was notice that my autopay failed to go through and to make a payment online. Logging into my account gives me the "visit store" when I attempt to pay. Reading others with this exact issue is even more frustrating and the tone that this is somehow the customers' fault is just gas-lighting as I read xfinity replies.
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thugrilla5
Regular Visitor
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14 Messages
18 hours ago
Just wanted to share that after dms with the forum staff, they seem to be defeated by this issue and have given up and cut me loose. Sending me a link to customer security assurance, (a broken link BTW) instead of forwarding the issue to them themselves....surely they have better contacts then a general mailbox as I would. I did the find the Security page myself, however it gives only limited topics to contact them about, none of which are even near my issue. This is so disappointing but so in character for this company...nobody cares and I don't see why I should exert more energy to contact security assurance, on what I'm certain will be another fail by xfinity and their employees.
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thugrilla5
Regular Visitor
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14 Messages
17 hours ago
So I bit and contacted as advised the Customer Security Assistance "team", was transferred 4 times in a single call, all without any notice or hand-off, and then each time had to re-verify my ID. Finally after asking for escalation to a supervisor put on hold and none available (what a surprise) despite extended holds 20+ min....finally no one ever came back... and the call was ended by xfinity...thanks so much to the security team....Joe, Jean, Haxel and Ridi and the un-named supervisor who wouldn't come on the phone, for just dumping my call and wasting my time.
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