K

Visitor

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6 Messages

Sat, Apr 10, 2021 4:09 PM

exceeded number of attempts to update payment instrument

I am in the process of changing banks. When I tried to update autopay information using bank account numbers, I got an error message that my request could not be processed at this time. I then tried to troubleshoot by using the debit card number linked to that same account, and that got me the "exceeded number of attempts to update payment instrument" error message. I tried to connect to a live agent using the xfinity assistant, but nothing happens when the bot says, "Got it. I'll put you in touch with a live agent now."

Is there anyone who has figured out how to access an actual human in the customer service department so that I can get this sorted out? I have a few weeks before my next payment will post, but it's gonna bounce because the bank account currently associated is being closed.

Help!

Responses

ComcastAbbie

Official Employee

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275 Messages

1 m ago

@ksdiesel Thank you for taking the time to reach out on forums! I am sorry to hear you are having issues updating your auto pay information. For security reasons, my team is unable to help update credit card information, so I would recommend contacting us at 1(800)Comcast. Our phone reps will be able to assist with this change, or you can also go to your local Xfinity store for assistance. If you'd like me to look up the nearest store, please reach out through private message (by clicking on the chat icon on the top right of the page) with your first and last name, name on the account if different, and service address. 

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Visitor

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6 Messages

1 m ago

@ComcastAbbie Is your team able to help update bank account and routing information? That's what I'd prefer to be using, and was the first attempted information change made.

Official Employee

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160 Messages

That is a great question! We don't have the access to view, change, or enter any payment details here, due to our security protocols, but you should be able to update that yourself in about 24-48 hours. That error for exceeding the number of attempts will eventually time out, as long as you stopped trying after the first error came up. In extreme cases, it can take a full billing cycle for it to clear out. It doesn't sound like you made it that far, however, because you would have seen a different error message. I would advise trying again on Monday, just to be safe.

 

If you ever need to make a payment without logging in to your account, you can always make a one-time payment here: https://comca.st/3t9IFXI, but it sounds like you have some time before your payment is due, so that may not be necessary. I can follow up with you here on this forum in a couple days, and make sure everything is back on track. Would that be helpful?

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Visitor

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6 Messages

1 m ago

@ComcastJamesH  Thanks for the additional information. I did try again later that day, and again this morning before reaching out to support. I'll leave it alone until Monday, and if that doesn't work it looks like I'll have to make time for a call!

Official Employee

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160 Messages

Sounds like a plan. If you need me before I reach back out, please feel free to send a message here at any time. If I am unavailable for some reason, one of my amazing teammates will always respond back to you right away. Stay safe and have a great weekend!

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ComcastAbbie

Official Employee

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275 Messages

Hello again @ksdiesel! I hope all is well. Were you able to make changes to your payment method online yet? 

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Visitor

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6 Messages

1 m ago

@ComcastAbbie @ComcastJamesH Hello again! I just tried again and am still getting the same error message that I've exceeded the number of attempts. I will call customer service this afternoon and be adding to this thread if they are also unable to assist me.

Official Employee

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2.5K Messages

That sounds perfect! We will be here on standby, so definitely keep us posted. Thanks Kimberly. :)

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Visitor

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6 Messages

1 m ago

@ComcastAbbie @ComcastJamesH 

I've now had the xfinity assistant automated phone system hang up on me twice instead of connecting me to an agent. The online bot chat says "I'll connect you with a live agent now," but nothing happens. I requested a call from customer service and finally managed to talk to a human, who connected me to another automated system, which also did not work to resolve my issue. THAT robot told me to call another number that connected me to SGS, which is apparently the company that processes xfinity's payments, but I had to ask to confirm that. This human was finally able to remove the block causing the error so that I *should* be able to update my payment information. They told me that it could take up to 15 minutes to take effect, and I waited an hour. It still isn't working.

Honestly, this is absurd. It really should not be so hard to give someone money. 

(edited)

Official Employee

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81 Messages

I'm so sorry to hear that you're still having these issues with this. That's definitely not the kind of experience we want you to have. Did any of the representatives you spoke with say that they could just update the information for you directly? I know if needed, they can manually make the update for you.

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Visitor

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6 Messages

1 m ago

@ComcastPeter Nope! Everyone seems really excited about turfing me off to robots. The only representative who took any time with me was the guy from SGS and now I'm worried I gave my account information to someone not even remotely associated with xfinity. I'm becoming very flustered. I just want to pay my bill. I also only managed to speak to one real human with xfinity, the automated system tried its hardest to keep me from speaking to anyone

(edited)

Official Employee

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216 Messages

we can check your account to see if it has been recently updated for you. I do apologize this has not been an easy process for you. 

Please send us a chat message with your first and last name. The Peer to Peer chat icon is located at the top right of the Community Forum page, clicking on the chat icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle, and signed into your Xfinity account. Thank you!

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Visitor

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6 Messages

25 d ago

Hello Martin,  I'm having the same problem now that I've changed banks and am trying to update my payment method.  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.  So far none of my support calls have resolved the issue.  Can you please help?  Thank you in advance!

Visitor

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6 Messages

21 d ago

@ksdiesel Hello ksdiesel.  Did you get this issue resolved?  I'm experiencing the same issue.  The bots are all useless and multiple calls to Xfinity over two weeks talking to various front line agents, billing specialists and privacy specialists have failed to solve the issue as well.  Using the xfinity website and the Xfinity My Account app also don't resolve the issue.  I hope this is resolved for you an you can share with us how to get around the "You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time." error message.  Thanks in advance!

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