2 Messages
Late fee dispute
I have encountered an unusual problem with the autopay system in which my payment was not processed for some reason. Instead of being notified that my payment was unable to be processed my account was assessed a late fee. I was never notified that my payment wasn’t processed and additionally have never been notified that a payment has been made therefore I had no way of knowing that my payment was not processed, and as such want to dispute the late fee, as I would have rectified the issue immediately had I known beforehand.
Accepted Solution
CCXanadu
Retired Employee
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300 Messages
2 years ago
A late payment notification should have been sent out. These can come in the form of an email and/or text message. Have you confirmed that your communication settings and preferences are showing both are enabled? There is a step-by-step here that can help if for any reason your alerts are not enabled.
I can research the account details and find out the cause for the missed payment with you! Please send me a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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Again
Expert
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31.5K Messages
2 years ago
@KorenGan
To check if your direct messaging is turned on, click on your Profile Avatar in the upper right corner and then on Profile Settings. Scroll down to the bottom of the page and if Opt Out From Direct Messaging is checked uncheck it and then click on Save.
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