Can't schedule payment

@user_f7c984       

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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Xfinity pulled payment 3 days prior to my scheduled payment in October 2023 and now I cannot schedule payment to restore service. I called when this happened and was told it was not a "broken promise to pay". Then yesterday, October 27th, i chatted with an agent just to make sure i could schedule the payment and would not have issues as the payment screen said not to choose a date later than October 28th. I have screen shots of this agent chat that stated my service would not be interrupted and I could schedule a payment for November 4th. Now, they will not honor what 2 people from xfinity have told me. I have a payment for the past due amount scheduled for November 4th. I always pay around the 4th of the month. I want my service restored as I was told by two separate agents this was not going to be an issue. Now today, I am getting the run around on the phone. I know that the issue is there is a "broken promise to pay", even though it was xfinity's mistake at the beginning of October. Now, the agent will not connect me to a supervisor and is trying to give me garbage reasons as to why I can't schedule my payment and keep services. If my service isn't restored today, I'm done with comcast.

I contacted xfinity twice and was given false information in regard to my billing. Now, my service is suspended and no agent will alleviate my issue. I have called, done xfinity chat and was speaking with an agent through xfinity forums that will also not assist even though, I have screen shots of my October 27th online chat proving the information I was given. The agent from the forum just stopped answering me.  It is not ok for comcast to tell a customer one thing and then suspend service. It's also not ok to do nothing to try and solve the issue. I also have a payment set up for November 4th.

I am getting nowhere fast and am so frustrated. I have been at this since 7am. I work from home and haven't been able to work all day. No one has helped me and they are just talking in circles, dismissing everything I say. I need somone that actually wants to listen. I believe you can read the existing conversations, but here are some details. I have a payment arrangement for November 4th and on October 27th was told that service would NOT be interrupted on October 28th, only to wake up this morning to disconnected service. I have a screen shot of this conversation and was just told by the last agent that in the future, I need to "rely on emailed or texted confirmations". Why would i not believe what an agent tells me? I also made a phone call between October 1st and the 4th as I had a payment arrangement set for October 4th but payment was pulled on the October 1st, thus creating this issue of a "broken promise to pay". I am willing to admit that perhaps i made that mistake, but given the unethical things said and done today, I don't know. Regardless, during that call I specifically asked that agent if this issue would constitute a "broken promise to pay" keeping me from scheduling payment for November 4th and was told no. Payment was pulled by xfinity on October 5th. I'm sure you can pull audio of that call, no one as of yet has though. On October 27th, I was setting up payment for November 4th (I always pay around the 4th of the month) and saw the message stating I must choose a payment date no later than October 28th to avoid interruption.  This is why I contacted an agent via the xfinity chat. That agent stated they set up a payment arrangement for me and services would not be suspended. I have a screen shot of this. I did not know payment was not set up until this morning. I also didn't know until today, that an agent actually cannot do that. Then, the last agent I spoke to in this forum said I had an arrangement set for November 3rd, which prompted me to look at the billing. My text confirmation shows November 4th, but the xfinity app shows November 3rd. If xfinity pulls payment on the 3rd, this issue happens again, as I get paid on the 4th. I took screen shots of these and asked why. He said I should make sure funds are available on the 3rd, even though my payment is for the 4th. I explained sometimes my pay is available the last business day before the 4th, but not always. They also said that payments can take 72 hours to process through the bank, but nothing is processing yet for the November 4th payment, so why is it showing for the 3rd? I simply expect xfinity to honor what their own agents told me and accept my November 4th payment and restore my service immediately. I don't think it's unreasonable to expect what I was told would happen to be done. I also don't appreciate being given many varying reasons as to why this cannot be fixed.  Each agent equals a different reason. So many reasons as to why service cannot be restored but no reason as to why the information I was given and have proof of isn't being  honored, except that I should only have relied on texted or emailed confirmations. Well, that is completely unhelpful right now. I work from home, which is why I was being proactive with this issue,  which didn't matter it seems. I'm trying to solve this using my cell and my cell service is terrible and slow in my home. I am beyond frustrated. Someone please help!

I am getting nowhere fast and am so frustrated. Now, my posts are gone. Cane to see if i was able to get someone to actaully listen to me and my two posts have been deleted. I am beyond my limit now. I did not post anything inappropriate,  i do not understand why they would be deleted. I need somone that actually wants to help and listen to me. I believe you can read the existing conversations, but here are some details. I have a payment arrangement for November 4th and on October 27th was told that service would NOT be interrupted on October 28th, only to wake up this morning to disconnected service. I have a screen shot of this conversation. I also made a phone call between October 1st and the 4th as I had a payment arrangement set for October 4th but payment was pulled on the October 1st, thus creating this issue of a "broken promise to pay". During that call I specifically asked that agent if this issue would constitute a "broken promise to pay" keeping me from scheduling payment for November 4th and was told no. I'm sure you can pull audio of that call, no one as of yet has though. On October 27th, I was setting up payment for November 4th (I always pay around the 4th of the month) and saw the message stating I must choose a payment date no later than October 28th to avoid interruption.  This is why I contacted an agent via the xfinity chat. That agent stated they set up a payment arrangement for me and services would not be suspended. I have a screen shot of this. I did not know payment was not set up until this morning. Then, the last agent I spoke to in this forum said I had an arrangement set for November 3rd, which prompted me to look at the billing. My text confirmation shows November 4th, but the xfinity app shows November 3rd. If xfinity pulls payment on the 3rd, this issue happens again, as I get paid on the 4th. I took screen shots of these and asked why. They said that payments can take 72 hours to process through the bank, but nothing is processing yet for the November 4th payment, so why is it showing for the 3rd? I simply expect xfinity to honor what their own agents told me and accept my November 4th payment and restore my service immediately. I don't think it's unreasonable to expect what I was told would happen to be done. I also don't appreciate being given many varying reasons as to why this cannot be fixed.  Each agent equals a different reason. So many reasons as to why service cannot be restored but no reason as to why the information I was given and have proof of isn't being  honored. 

@user_f7c984 

Please do not create multiple posts as it's against the Guidelines and the Acceptable Use Policy.

You need to continue your follow up in direct message with the employees.

Your other posts were removed for violation of our Guidelines and the Acceptable Use Policy.