Error message when attempting to update payment method

I need to update my payment method and setup auto payment for my checking account but keep getting the same error message, "Looks like something went wrong." I tried the app, the website, and multiple devices and browsers. I have spent about 6 hours on the phone with Xfinity support over several days with no resolution. They walk me through the steps of clicking on manage billing or autopay but always get the same error message. They say someone will call me back but they don’t. I asked them to rebuild my online billing profile since it seems to be broken, but they don’t know what to do. I have had Comcast since 1999 and now need to change my payment method to a different bank. I was able to change all my other bill payments with other companies in minutes but not so with Comcast.

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XfinityAmandaB

Official Employee

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2.8K Messages

8 hours ago

user_7b4f3a Thank you so much for stopping in for help with updating your payment options. That does sound frustrating, and since we do take your payment information security seriously, we would not be able to update that information for you over this platform, but we are happy to help make sure you are able to make the updates you need.

With a lot of the Xfinity app options, your home network is used as an additional level of authentication. When you get the something went wrong message, are you connected to your home internet connection?

Do you by chance have a Primary user Xfinity ID and an account manager ID? If so, the account manager and the primary user can both update payment information. You could try to log in under your other profile to see if you run into the same error.

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user_7b4f3a

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I am both the account manager and the primary user. My husband tried logging in with his profile but it didn’t work for him either. The issue is not with my home network. I’ve tried it both from work and home and using wifi as well as with cellular data or a wired connection. My online billing profile is clearly broken so continuing to follow the same steps will not result in a different outcome. Comcast needs to fix it on the backend but so far no one has called me back to fix it. After 26 years with Comcast I am thinking of switching providers.

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8 hours ago

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XfinityAmandaB

Official Employee

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2.8K Messages

user_7b4f3a Thank you for letting me know you have tried those options already. I would be more than happy to see what we can do to help get this updated for you.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

{edited: added invite}

(edited)

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8 hours ago

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user_7b4f3a

Error message when attempting to update payment method

XfinityAmandaB

user_7b4f3a

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