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Monday, January 8th, 2024 7:42 AM

Auto pay stopped

I received the normal email notification in December that my auto pay was scheduled for January 1st. Today I received notification that more than double the bill would be auto charged February 1st. No other notifications between the two. When I checked my bill, it shows no attempted charge on Jan 1st but now I have a fun late charge. I went ahead and payed the overdue amount using the same auto pay setup without issue. Two issues:

1) Why didn’t it attempt auto pay like it should have? Everything still looks correctly set up. I see no errors or failed charges. Did something go wrong with the system on the first of the year?

2) as this seems to be a failure in the Xfinity side, how do I get a credit for the $10 late fee

Official Employee

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1.5K Messages

6 months ago

@user_zeuk4j Welcome to our Community Forum! Thank you for reaching out so we can figure out what happened with your autopay. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

4 Messages

5 months ago

Following up on this, after the last conversation the thought was that this was a one off and I should try to confirm the auto pay went through between the charge date and next bill so I wouldn’t get late charged again. Unfortunately that time period was about 5 days and I missed it. However something different happened. Even though the last bill confirmed auto pay would be used for January’s bill, the next bill no longer said auto pay. I signed in to pay the once again “late” bill to find that somehow auto pay was no longer set up. This was not a change I made. Everything was still set up when I tried to troubleshoot this the last time. I got a notification for setting it up again but no notification that it was removed at some point.

I’ve set it up again and tried to turn on all notifications since I’m not getting any failure emails - the only notification I’ve received is when the next bill comes and the late charge drops. Customer service was unable to help confirm which specific notification would alert of an auto pay failure (and I have no idea what to think about the auto pay setup just disappearing with no notification).

Official Employee

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1.3K Messages

@user_zeuk4j Thanks for the follow-up. We are here and happy to continue the investigation on your account. Feel free to let us know. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

5 months ago

And one more update: the original auto pay failure happened on Jan 2. There was no failure notification in email/text, nor did ApplePay transaction history show any failure (it has before when XFinity had a system bug that caused failures after March of '23). I engaged Apple after XFinity swore up and down that they processed the transaction and got a failure. Apple stated that there was a bug towards the end of 2023 that would tell users their card was expiring, when in fact it was a "temporary" expiry apple uses for security. They did not believe the payment failure XFinity reported was part of that - and expected that failure to show in my ApplePay transaction history as well. When they requested transaction information from XFinity to troubleshoot further, XFinity stated that they could not supply the necessary information for Apple to assist.

I used the same ApplePay method without modification in the XFinity website to immediately pay for the Jan 2 bill on Jan 7 and had a long chat conversation with XFinity from the 7th through the 10th. There was no expiry issue.

When I received a new bill today, and contacted the chat as suggested, they state that the auto pay was "auto removed due to the previous expiry" issue. But it was still set up when I was chatting with support more than a week after the original failure, and I used the same method (no longer on auto pay) when I paid my bill online today. To remove an auto pay setup for *any reason* without notifying the account owner is absolutely ridiculous, and I still don't understand the timeline of this "automated" action since the auto pay was still set up a week after the original failure.

If you search these forums, XFinity seems to have repeated issues with their Auto Pay system. I would suggest that they invest some engineers to fixing it, though if they continue to make $10 per each person's account that they screw up... maybe they won't.

It feels pretty gross to mark anything in here as an "accepted answer" since it's just more of XFinity giving the run around and putting in the minimum effort for their consumers.

New Poster

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2 Messages

1 month ago

This has happened to me multiple times. So, now, I check it to make sure it goes through. It did not on 6/11/2024. All was as it should have been in the auto-pay settings. Here’s my take on it. They give you a $5-10 credit for signing up for auto pay. One way they can get that back is by not letting auto pay work I.e. $10 late fee. It would not surprise me that this is what is going on. What point is it to have auto pay if it works sometimes, and doesn't others. I will not call. It is useless. I will head for the Xfinity store.  

1 Message

11 days ago

Same happened to me however in April, then again in July. This is after having auto-pay set up well over a decade. If xfinity cannot manage their billing properly, without sending late notices and expecting late payment fees for their accounting failures, I suspect Verizon would be happy to accept the payment and have no issues maintaining auto-pay.

Official Employee

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804 Messages

 

Hello user_s43d13 was your concern also connected to Apple Pay, as the OP, or a different payment method? We would love to assist in any way possible.  If errors have been made on our end we would like to make up for that in any way we can. 
 
Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

4 Messages

I have removed and set up my auto pay again - and it notified the auto pay was scheduled for the next bill… and of course never attempted the charge again. As far as I can tell, auto pay is a fake feature and completely unreliable. Xfinity will not provide information to prove any charge was attempted.

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