Visitor
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1 Message
Billing
When I signed up for your $40 per month deal, I was asked for my bank account number for autopay. I gave the store employee the card listing the account and he input it. I then received a communication from you stating the payment method for the first bill was rejected and $10 was added to the bill. When I contacted customer service I was told that the account info was locked for 6 months and no corrections could be made. I contacted my bank and was told that they have no record of an attempt to access the account by you. This indicates to me that the store employee input the information incorrectly.
I should not be penalized for an error by your employee. $10 may not seem like much to you, but to someone on a fixed income it is. There must be a method to circumvent the 6 month freeze. Please let me know what can be done. Don’t come back with “go to the store and ask them to correct it every month”. That’s not an acceptable solution. The store is not nearby.
Thank you.
XfinityJeff
Official Employee
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793 Messages
23 days ago
Good morning @user_vvjhb7, and thanks for posting your issue to the Xfinity forums, I hope this message finds you well. I am sorry to hear about the issues with the payment on the account that caused the account from being blocked from setting up autopay with a bank account, I know how frustrating that can be, but you have come to the right place for assistance. Unfortunately once the account is blocked from making payments using a specific method, there is nothing that can be done to remove that block, but we can take a look at some options and see what we can do. Could you please send our team a direct message with your full name and full address?
To send a direct 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, please add your full name and address
• Press Enter to send it
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