Visitor
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1 Message
Complaint
I made a payment arrangement that would give me until July 11th to pay my past due bill. I spoke with an agent on July 9th via chat, who told me I had until the 12th before my services would be disconnected. I made a payment via a third-party app on July 9th. I wake up July 10th to my services being disconnected. Now why would the agent say I had until the 12th before they would be disconnected? Why would I have a payment arrangement for July 11th if my services would be disconnected on the 10th? I called customer support and was told I didn't have until July 11th, but it was July 9th. He told me there was no way to look up the trace number I have from the third-party app, even though in their email, the trace number is for the company having their bill paid. I don't understand what is going on. I need someone to help me.
XfinityGabriel
Official Employee
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2.4K Messages
1 day ago
Here are the steps below for future reference.
1. If you need more time to pay your bill and you’re eligible for our flexible payment options, you’ll see a card on the Overview page of My Account that recommends chatting with us. To set up a payment arrangement with Xfinity Assistant, click Chat for options.
2. Select Billing and payments.
3. Click Set up a payment arrangement.
4. You can choose when to add your payment method. If your service is already suspended or if the date you’re able to pay falls on or after the date your service will be suspended, you’ll need to add a payment method and schedule a payment in My Account.
5. If you select Add a payment method later, you’ll continue setting up a payment arrangement through Xfinity Assistant by choosing a date.
6. You’ll see a confirmation with a reminder to add a payment method by your payment arrangement date.
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