Have never received autopay/e-bill credit

Hi, I'm getting ready to upgrade to the 1.2 GB service and I learned about an autopay + e-statement credit. We've been Comcast/xfinity customers for over 10 years and I don't recall ever getting a credit. I've read the credit is now $5 and last year had been $10. Can someone help me with this? We use an AMEX credit card to pay. I found a reddit post about this:

https://www.reddit.com/r/Comcast_Xfinity/comments/18p4mnf/long_time_customer_whos_never_received_an_autopay/

Responses

XfinityOrlandoM

Official Employee

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2K Messages

10 months ago

@ChristopherD

Thanks for reaching out to us, we've made changes to some of our promotions where now the auto pay discount for the credit card or debit card it's $5.00 but if you use your checking account meaning your routing number and account number you get a $10 discount, the details about the autopay discounts are detailed in the work order when you build your plan before you approve the order. The order will outline each detail what you're paying for and what credits you're eligible for.

please let me know if you have any other questions or concerns

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ChristopherD

Regular Visitor

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4 Messages

As mentioned in my post, I should have already been receiving the $10 credit (now $5) for having autopay and e-statements. Are you saying that I had to "enroll" for a specific credit, like a "check 'yes' if you would like to receive the credit?"

10 months ago

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XfinityChelseaB

Official Employee

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1.6K Messages

ChristopherD If you were on a promotion that included that discount offer there are two separate $5.00 discounts to = the $10.00 off. The First $5.00 is for the paperless billing that has not changed however we did make changes to the method of payment needed to receive the additional $5.00 for the automatic payment discount. You would need to be using the correct payment method to take advantage of the additional $5.00 off. Previously this was able to be received with a Credit card but now needs the automatic payments set up using a bank card. There is an option any time you set up a new promotion with these benefits to set up the correct option during your approval process but can be set up at any time after. You can check to see if this offer was included in your promotion by checking your agreement online using the steps here. IF included you may only need to update your payment information to no longer use a card and re-enroll in paperless billing. If not included your plan may be an older one that can not receive the benefit.

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10 months ago

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ChristopherD

Regular Visitor

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4 Messages

I am not on a contract, just monthly internet. I do not see any indication that I should or should not receive a discount. According to https://www.xfinity.com/support/articles/automatic-payment-paperless-billing:

When you sign up for automatic payments and paperless billing and are eligible, you’ll receive up to a $10 discount on your monthly Xfinity bill. The discount will begin within 45 days. Depending on the timing, the discount may not always appear on your next statement but will appear on your following bill.

The amount of the discount is determined by your automatic payment method:

$10 for payments made directly from a checking or savings bank account
$5 for payments made from a credit or debit card

According to your broadband facts, monthly non-contract plans should be eligible. I would like my account reviewed and credited, thank you!

10 months ago

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XfinityAlyssaA

Official Employee

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1.8K Messages

We are happy to take a closer look at your account @ChristopherD to confirm if you are eligible for the autopay and paperless billing credit and if so, assist with getting it applied moving forward. I also see that you were getting ready to upgrade to our Gig Extra service and our team will be able to help with that as well to make sure you get the best deal available, rest assured you're in good hands.

To get started, can you please send us a Direct Message with your first and last name along with the service address on the account? To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

Click the "Direct Message chat" icon
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

We look forward to working with you further.

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

10 months ago

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XfinityDemitrius

Official Employee

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1.8K Messages

10 months ago

Thank you for taking the time to message us this afternoon @ChristopherD. We are glad that we were able to find a new plan for you in order to take advantage of our Self-Service Discount. It turned out that the account was on a legacy plan that was not eligible for the Self-Service Discount. We are glad you are now able to take advantage. We hope you continue to enjoy the Xfinity Internet services.

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Billing

ChristopherD

Have never received autopay/e-bill credit

XfinityOrlandoM

ChristopherD

XfinityChelseaB

ChristopherD

XfinityAlyssaA

XfinityDemitrius

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