Skip to main content

    Support

    Offers

T
Tashhello
1st Topic

3 Messages

Friday, January 31st, 2025 6:27 PM

Billing on account locked up after Card on file was closed.

The card on file for the account was closed due to fraud. Attempting to deal with billing in any manner on the account just leads to a reload page loop. The includes the XFI app, paying through the cable box, online on a PC, and even the xfinity assistant. The functionality to pay or change payment information is completely broken on my account. Having this functionality restored would be greatly appreciated.

Question

 • 

Updated 

3 months ago

22

1

0

XfinityDemitrius

Official Employee

 • 

1.8K Messages

3 months ago

Hey @Tashhello, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity online portal and payment processing. I would be more than happy to offer my assistance looking into this further for you.

 

Is the card on file currently linked to an automatic payments' enrollment through Xfinity or Xfinity Mobile? In order to edit the card details, automatic payments would need to be disabled to edit/remove the card details. Once the card has been edited or removed, you can then place a new payment method on the account for the payments. 

 

Would you be able to give these steps a try on the Xfinity online portal or Xfinity App to see if you can successfully update the payment method?

4

0

Tashhello

3 Messages

@XfinityDemitrius​ Automatic payments is not enabled on the account. 

Like

Reply

3 months ago

0

XfinityDemitrius

Official Employee

 • 

1.8K Messages

Thanks for the information @Tashhello. We have very limited access to the billing information. This is for the protection of your personal information. What steps have you taken and what errors are you receiving when attempting to make the changes online? Have you attempted to clear cache/cookies, go into InPrivate or Incognito Mode, or attempted to use a different web browser? Our 'Open private or incognito windows in your web browser' provides some helpful steps on how to enter that web mode. 

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
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
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

Like

Reply

3 months ago

0

Tashhello

3 Messages

@XfinityDemitrius​ The issue persists across all browsers, and different configurations. After selecting make a payment, I’m lead to an error that states “Looks like something went wrong. Please reload the page and try again.” Then there is a blue button that says reload now. Selecting this button just reloads the page, and presents the same error again.

Attempting to pay through the cable box presents similar issues “Let’s try that again. Sorry, we’re having trouble accessing your payment information. Please try again. If the problem persists. Please visit xfinity.com.”

If you select try again, the error just keeps popping up again. 

In a similar post about this issue, the xfinity representative seemed to be able to reenable the functionality.

https://forums.xfinity.com/conversations/signin-and-account-management/cant-pay-bill-fro-my-account-says-looks-like-something-went-wrong-please-reload-the-page/602db024c5375f08cd23cb25

Like

Reply

3 months ago

0

XfinityDemitrius

Official Employee

 • 

1.8K Messages

I will be more than happy to look over the account, but there was not much information provided within that post. 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, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help @Tashhello.

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
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
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

Like

Reply

3 months ago

0

forum icon

New to the Community?

Start Here