Autopay turned off with no notification

I've used Autopay for as long as I can remember, but for some reason, it was recently shut off/cancelled, with no notification or communication of any kind. Only when I checked my online banking recently (after my Autopay date), did I realize the payment had not been taken out, and when I checked my Xfinity account information, there was no Autopay information at all, including any notation that any changes had been made. Though I recently made changes to may plan, that should not have had any effect on my billing. I've paid my 'past due' amount along with my current charges, and a late fee; which I would like to have credited to my account. And I would like an explanation for why my Autopay was removed. Thank You.

Responses

XfinityRichard

Official Employee

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1.8K Messages

2 years ago

Hi there, @user_k3wwyq ! Thank you so much for reaching your Digital Care team. Oh no, I'm truly sorry to hear that your autopay was removed which resulted in your services being interrupted. I'll be more than happy to look into this for you Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full service address so that I can assist you further?

To send a direct message [private message]:

Click "Sign In" if necessary
Click the "Direct Message" icon
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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SalMA35

Visitor

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3 Messages

@XfinityRichard

This exact same thing happened to me. Noticed I hadn’t been charged, checked the account and autopay, which has been on for over two years without issue, suddenly wasn’t on anymore. I set it up again and it said “Next payment Oct 27” with an option to “Pay Early.” It’s November, so I don’t know what’s up with the system. I went ahead and chose to pay “early” after giving autopay a couple more days to try again after setting it back up.

I don’t see a late fee, yet, but if one appears on my next bill I’ll be looking into having that dropped.

1 year ago

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XfinityJustinC

Official Employee

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1.2K Messages

Hello, @SalMA35. Thank you for taking the time to reach out over Xfinity Forums for support, you have contacted the right place for assistance. If you have recently made a one time payment, and your balance is now reflecting $0 the autopay shouldn't pull with it now being set back up. If you are needing assistance with anything please let me know.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 year ago

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U

user_m2j2v4

3 Messages

I just had the same thing happen to me. No notification, no nothing. No record of a submission for payment and no record of a decline (and zero chance of it happening for anything other than a system goof). Just a “past-due” notice plus signing-in to find autopay “off”. I know Xfinity doesn’t really have the best customer service rep on the planet, but this is pushing it.

1 year ago

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XfinityRaf

Official Employee

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867 Messages

Good afternoon @user_m2j2v4. If you are still having issues with your payment, please send us a direct message with your full name and full service address.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

1 year ago

0

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user_m2j2v4

3 Messages

No. Paying it manually worked fine (against the same Apple Pay credit card btw). My questions (along with I think most folks on this and other similar threads) are:

* Why, after years of being turned on, was autopay (inexplicably) turned off?

* Why was that change in autopay status not communicated in any visible way -- other than a "past due" notice?

* What is Xfinity (Comcast) doing to address the root cause?

I have a suspicion that this is not a "surprise" as I noticed the past-due notice was at pains to state that no late fee was due. Given that I'm not aware of a company in existence that won't charge a late fee one micro-second after the overdue flag is set. I could apply altruistic motives -- but a voice in the back of my mind says "not-on-a-bet!". :-)

1 year ago

0

Billing

user_k3wwyq

Autopay turned off with no notification

XfinityRichard

SalMA35

XfinityJustinC

user_m2j2v4

XfinityRaf

user_m2j2v4

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