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Cfowler4774
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Monday, November 9th, 2020 8:00 PM

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Exceeded number of attempts to add a payment methid

I’m trying to add a payment method for automatic payments and have had nothing but problem. I’ve talked to over 4 customer service agents who “promise” to call me back and never do! When I try and add a card to my payment method I get an error message stating “you have exceeded the number of attempts to add payment instrument. We are unable to process your request at this time”. I am beyond frustrated that literally no one at Comcast will help me and just says “we we escalate this and call you back.” Here’s a shocker, no one has called me back and no one has fixed my issue! So here I am 2 weeks later with no help. Has anyone ever experienced this? I am so close to canceling this entire service.

Question

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Updated 

4 years ago

2.6K

20

user_038afd

Visitor

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3 Messages

4 years ago

Same problem here anything to work around this?

0

0

hairyleprechaun

Visitor

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6 Messages

4 years ago

I'm having the same problem.  I get the same error message "You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time" when trying to change my payment method on my PC (Firefox and Chrome) as well as on my phone (Safari) and from the Xfinity My Account APP.  Can you please help?  Thank you in advance!

5

0

CCTyler1

Problem Solver

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409 Messages

Hello there, @hairyleprechaun! Thank you for commenting on this post, and thank you for bringing this to our attention through our Forums page. I understand you're having some trouble having one of your preferred payment methods added. With everything being digital these days, I can completely understand how this could become quite frustrating. Rest assured; you're with a pro, and I will be more than happy to get to the bottom of this with you!

 

Before we proceed, can you please send me a private chat message, by clicking on the chat icon, in the upper right-hand corner of your screen? Once you click on that icon, you should be able to select "Xfinity Support". Can you please include your full name, and address, when doing so? Thank you in advance, and I look forward to speaking with you this evening!

 

 

I no longer work for Comcast.

4 years ago

0

hairyleprechaun

Visitor

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6 Messages

Thank you for reaching out ComcastTylerJ.  The "Xfinity Support" button was not available when I clicked the "chat" icon.  Perhaps this is because you weren't currently online when I checked it just now.

4 years ago

0

CCAshley1

Official Employee

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746 Messages

Thank you for getting back to us. Being online would not affect your ability to send  our team a private message. Do you see a chat message icon that looks like a message bubble?

I no longer work for Comcast.

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

4 years ago

0

triciaj20

Visitor

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1 Message

I am having the same issue like every other person on here with no solutions. I spoke to customer service reps and they keep telling me to wait 48 hours and try adding payment again. I have trying this for the last couple of week with no success. Now they do I have to cancel my service with them in order to solve the problem? 

4 years ago

0

XfinityThomasC

Official Employee

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2.5K Messages

Hello @triciaj20! Sorry to hear you have not had a good experience adding a payment method on your account.

Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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
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

4 years ago

0

user_03ce88

Visitor

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2 Messages

4 years ago

I am having the same issue, can someone please help me? Really want to get my payment set up every month.

2

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XfinityMary

Official Employee

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271 Messages

Hey there, @user_03ce88! I appreciate you letting us know that you are experiencing some concerns with getting a card added for autopay. We would be more than happy to help look into this concern for you. Can you please send us a Private Chat Message with your first and last name along with your full service address? I look forward to assisting! 

 

To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

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

4 years ago

0

user_03ce88

Visitor

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2 Messages

Hello, just sent a chat, when can I expect someone to assist me?

4 years ago

0

user_64fd53

Visitor

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1 Message

4 years ago

I am having this issue too. Please help resolve, I have talked to too many different agents who are not helping. 

1

0

XfinityThomasC

Official Employee

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2.5K Messages

Hello @user_64fd53! Please send a private message with your name and service address by clicking on the chat icon so I can further assist. Here are the steps:

• Click "Sign In" if necessary

• Click the "Peer to peer chat" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support” in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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
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

4 years ago

0

user_944c9b

Visitor

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16 Messages

4 years ago

I’m having the same problem.  

Has anyone had this resolved?

I had a bank account stored for a long time and recently switched banks but am unable to add my banking info.   

3

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XfinityJamesC

Official Employee

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2.1K Messages

Greetings, @user_944c9b! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your billing details, but you have definitely come to the right place for assistance.

 

If you could send our team a private 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 Private 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 live session.

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

4 years ago

0

user_944c9b

Visitor

 • 

16 Messages

I'm confused by all these responses - everyone saying that calling in doesnt resolve the issue, and Comcast employees asking for private messages to fix this, because in another thread I got this response:

XfinityArmand
Official Employee

Got it!  On this platform we are unable to update that information.  Have you contacted our awesome Customer Care Team over the phone?  They should most definitely be able to update that information for you. If you don't want to wait on hold, you can schedule a call here: https://comca.st/3iDbqcu or contact Customer Care directly at 1-800-XFINITY (934-6489).

4 years ago

0

CCHeather

Problem Solver

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1.1K Messages

@user_944c9b That is correct. We do not assist with updating billing information through this platform. You would need to call 1-800-XFINITY to do so. We apologize for the mix of responses. 

I no longer work for Comcast.

4 years ago

0

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