Visitor
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6 Messages
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.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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ksdiesel
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.
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ksdiesel
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!
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ksdiesel
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.
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ksdiesel
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.
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ksdiesel
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
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hairyleprechaun
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!
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hairyleprechaun
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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