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Visitor

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1 Message

Fri, Aug 13, 2021 6:08 PM

Bill pay won't work/payment wont process

I've been trying to use bill pay all throughout the quarantine. Orginally I thought my account was set to automatic payment, but recently, I saw that it wasn't so I tried to pay manually from the website. No matter what I did or which payment method I used I continued to get a payment processing error message and now my service has been temporarily suspended, I believe to no fault of my own as I've made numerous attempts to alleviate the issue and get my bill paid, including calling the customer service line, on to be put on hold for hours on end. (I'm literally on hold with them now) 

Is there any way to quickly rectify this situation and get my services restored?

Official Employee

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3.1K Messages

5 m ago

Hello, @user_afe119. Thanks for reaching out to us here on the Xfinity Forums.

 

I'm sorry to hear you've been having trouble making payments online. While we can't accept payments here from customers for security reasons, we would be more than happy to review your account and help fix any issues that may have been preventing you from making those payments in the first place as well as help you get your account back on track! 

 

Please send us a Direct Message with your first and last name as well as your service address so we can assist. 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

Visitor

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1 Message

5 m ago

I am having the same issue. I have tried to resolve it by asking questions through the chat function, but I get an error message when I ask to speak with an agent. 

Official Employee

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512 Messages

@user_463c8f Thanks for taking the time to reach out to us regarding your issues with making a payment. I am so sorry to hear that you are having this issue. I can entirely understand how frustrating it would be to just want to pay the bill and run into an issue when you attempt to do so. I would love to get to the bottom of this with you. Can you please reach out through private message with your first and last name, name on the account if different and service address? 

To send us a private message:
1. In the top right corner, you'll see a little chat icon. Click this "Direct message" https://comca.st/33K74s5
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond.

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

Visitor

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1 Message

2 m ago

I am also having this problem. Xfinity shut off my autopay - I didn't realize it. As soon as I received notification that my payment was past due - I logged in; made the payment; then set up autopay. I received an email confirmation for my payment. A week later I received a threatening email that my service would be disconnected. I called and spoke with representative who assured me the issue was resolved. I received another email confirmation of my payment. Now, today my service was disconnected. When I try to call Xfinity - they will not let me speak to a representative because my "account is disconnected" then the automated service hangs up. The chat feature is a bot; and offers no help and just asks you to pay the bill. How am I supposed to resolve this error; if I am unable to contact anyone and you're refusing to process my payment?

Official Employee

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316 Messages

If anyone at all is having a concern, you are welcome to reach out to us here and send us a DM with the instructions above! 

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

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