I made a payment through the Xfinity app over 2 weeks ago that has long been processed on my card however still is not reflected in the app

Post written : 9/03/2025

I made a large payment through the xfinity app over 2 weeks ago that has long been processed on my card however still is not reflected in the app. For context I had an issue that prevented me from being able to access my account to make my payment for the last half year, which is annoying but mostly irrelevant at this point. But It is why initially my account had 2 payments owed, one being $2239.23 (IMG. a) and the other saying $1155.77(IMG b). The larger amount is the total for the unpaid monthly bills as well as the remaining balance of some mobile devices on our account. This breakdown is shown in my July statement (IMG c.) This is the full amount I would owe Xfinity if I decided to cancel my services now. However my intention is to pay off my owed monthly bills in order to resume my service and continue my device payment plan.

So on 8/18 I made a payment of $1155.77, and for some reason it split my payment into two payments one being $72.31 and the other $1083.46.The smaller payment of $72.31 went through basically immediately on the app, and both charges showed as pending in my credit card transactions. At this point both charges have long been processed on my card but still only the $72.31 charge has been applied to my Xfinity mobile app. It's a little confusing since the payment does show up one place in the app (IMG. d), but when I go to look at the transaction details it no longer shows that payment and also says I owe that exact amount of $1083.46 (IMG. e). Additionally I recently got back my Xfinity mobile Bill statement for August which basically confirms that my payment has not been processed. (IMG. f) Showing my original total of $2239.23 - my payment of only $72.31 = my remaining balance $1083.46. Since this math is wrong, I assume that now that I'm resuming payments my actual total is $1155.77, the amount I originally paid ($1155.77 - $72.31 = $1083.46).

I hope I explained everything well, basically I just need to know what happened with my payment and why it is not being reflected in the app. How soon can this be resolved? If the issue is that my payment was applied to the remaining balance on our devices, I'm going to need a very detailed breakdown of our payments/charges so far. Including the specific amount that has been owed and applied to our devices until now, an official statement showing exactly how and when that $1083.46 payment was applied to my charges owed as well as a confirmation number for that $1083.46 charge. On my end, I can see both these charges being processed on my card on 8/20 (IMG. g and IMG. h). And while I can see my transaction details for the $72.31 charge in the Xfinity app, I cannot find the $1083.46 payment information anywhere. My family and I have had a lot of issues with Xfinity mobile since switching and this situation is leaving me very concerned. Thank you.

IMG. a
Entire owed amount to Xfinity

IMG. b
Owed Balance for phone bill

IMG. c
July statement, showing charge breakdown (before payment)

IMG d.
transaction history showing both payments on Xfinity mobile app

IMG. e
page results from clicking "all transactions" from prior image (d), showing no $1083.46 payment to view + remainder balance of that amount