I can't change my billing info online and I'm overdue

Hello this is an incredibly frustrating experience. I'm overdue on my Internet bill because my card was stolen and I had to get a new one. However, every time I log in to change the billing info, the page errors out and it is unsuccessful. I've been trying several times a week for several weeks now. I tried using the stupid AI assistant but it can never get things right. I'm so close to just cancelling the entire [Edited: "Language"] account over how frustrating this is because I can't talk to a human being!!!! None of this technology is working! I'm literally TRYING to pay you money but you won't let me because I can't talk to a [Edited: "Language"] human who can solve the situation!!!

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XfinityJustinC

Official Employee

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1.6K Messages

3 months ago

Hello, @gskl thank you for reaching out over Xfinity Forums. You've contacted the right place for assistance, and would like to help with payment concern. I understand the frustration when not being able to get into your account to update the payment information. I did have a few questions when you have time to answer:

- Are you logging in online, or through the Xfinity App, or both?
- Have you attempted to clear the cache/history on the device your using?
- Have you attempted a different browser or device?

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G

gskl

Visitor

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2 Messages

@XfinityJustinC

Online

Yes

Yes - chrome and Firefox

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3 months ago

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XfinityPaula

Official Employee

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1.6K Messages

@gskl Thank you for letting us know how you tried to resolve the issue. I'm sorry it's been so difficult trying to update your payment details and with reaching someone for help. I would love to take a look at the account and work to resolve the issue. Could you please send us a direct message with your name and service address?

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
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

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3 months ago

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Billing

gskl

I can't change my billing info online and I'm overdue

XfinityJustinC

gskl

XfinityPaula

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