cutting off my service

Question

My bill is paid monthly via my bank automatically. My bill was paid last month AS ALWAYS automatically and I am getting emails threatening my service saying I didn't pay it. I have called many times, given you the proof from my bank including their case number that they used to verify the bill was paid.  The amount has been deducted from my account. I cannot get anyone to look into this-this is on YOUR end, not mine. No one else I pay has not rec'd their payment- just you. The last time I called I couldn't understand a word the rep was saying, asked for a supervisor and same thing. Not only do I live only on social security, I am not paying TWICE for something that was already deducted from my account. This is totally on your end and I need it resolved. I can't respond to the emails and calling is no help.

XfinityThomasD · Answer

user_8wky0k Thank you for creating a post. I'm sorry to hear that you are receiving these notifications. Are payments set up through autopay on our end, or is it an automatic bill pay feature through your bank? I ask because I used to use the bill pay option from my bank, and found that some banks will mail checks for the payments, which can cause delays in payments being received to vendors, but the funds are taken from the account right away as it is processing.

user_8wky0k · Answer

wow thank you so much for replying!! I'm using billpay-i have confirmed my bank uses electronic payments not a check. i've paid this way for years. I have both a confirmation and a case number from my bank. it is not on my end.

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cutting off my service

XfinityThomasD

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