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user_69754c
1st Topic

Visitor

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7 Messages

Sunday, June 12th, 2022 3:54 AM

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can't update billing method - "Something went wrong"

For the last week, whenever I try to access billing method, I get "something went wrong" message. Tried Chrome, Edge and Chrome on the phone, same everywhere.

Question

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Updated 

3 years ago

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XfinityEmilyB

Official Employee

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1.8K Messages

3 years ago

Welcome to our community forum, @user_69754c! You've reached the perfect place to get help with any questions you have about your Xfinity service. I recently had fraudulent charges on my card and it needed to be replaced so I'd be frustrated if I couldn't update my billing info. Have you tried updating it in the My Account app? 

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user_69754c

Visitor

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7 Messages

@XfinityEmilyB​ xfinity app redirects me to the browser, to the same page when I attempt to change payment method in the app

3 years ago

0

XfinityEmilyB

Official Employee

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1.8K Messages

I appreciate you working with me, @user_69754c! Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to continue working on this with you. 

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

3 years ago

0

XfinityEmilyB

Official Employee

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1.8K Messages

3 years ago

Thank you for giving that a try, @user_69754c! Please try clearing cache and cookies and try again. Please let me know if you're able to access the payment information or if you're getting the same error. 

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user_69754c

Visitor

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7 Messages

@XfinityEmilyB​ same error

3 years ago

0

EG

Expert

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108.3K Messages

3 years ago

@XfinityEmilyB I made this thread public again.....

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RBYL

Visitor

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2 Messages

3 years ago

Were you able to get the issue corrected?

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user_69754c

Visitor

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7 Messages

@RBYL​ not yet, jumping though some hoops via direct messages

3 years ago

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user_5183ac

Visitor

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3 Messages

3 years ago

Having a similar problem, I cannot update my card info, I get an error.  Card info is correct, but auto bill pay will not work.  It is incredibly frustrating dealing with off shore customer service....ya never know if they are scammers in India or not.

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XfinityGabriel

Official Employee

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2K Messages

Hi, @user_5183ac! Thank you for visiting our forums page for help with updating your card info. I am sorry to learn about this experience. As a customer myself, I understand the importance of being able to update your card for making payments. We will certainly do all that we can to get this resolved. To get started, can you confirm if you are experiencing this issue on multiple devices? Are you experiencing this issue on our website and My Account app?

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

3 years ago

0

user_69754c

Visitor

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7 Messages

@XfinityGabriel​ app just redirects to the site for this things. Does not matter if I start in the app or on the website directly

3 years ago

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user_69754c

Visitor

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7 Messages

@XfinityGabriel​ oops, sorry, thought you were asking me

3 years ago

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user_5183ac

Visitor

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3 Messages

multiple devices, my account app

3 years ago

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user_5183ac

Visitor

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3 Messages

One agent in India (?) stated there was a glitch in the xfinity system...and wanted my card information to input into the system, I declined to offer my card info.

3 years ago

0

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