Visitor
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3 Messages
Automated system is not asking for card billing zip code
I am trying to make a payment on one of our accounts that happens to have an address in Washington State. When I call to use the automated system to make a payment, I get through all the prompts but realize it is not asking for the zip code of the credit card I am using, which is a Colorado zipcode. I believe it is defaulting to the service address zipcode since it is not asking for one and because of that the payment is being declined. This happens on a couple of our accounts and it is getting old.
Before you ask no I can't login because it wants a cell number to start the process of creating a user ID, which is not on any of these accounts. I don't understand why you have made is so [Edited: "Language"] difficult to make a payment on an account.
XfinityMatthew
Official Employee
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1K Messages
12 hours ago
@corpunit1745 Our online bill pay does require and Xfinity ID and account information to be set up to pay online. As for the payments through the phone getting declined we can certainly check what the account is saying to see why they are getting declined and confirm if it is something to do with the billing address information for the card. Please send us a direct message with your full name and the service address we are trying to make the payment on to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it.
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