AustinDahl's profile

Visitor

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2 Messages

Wed, Sep 22, 2021 6:15 PM

late payment email

I received an email this morning from Xfinity stating that my monthly payment is late. However, it is inaccurate. When I check my account the bill has been paid. This has occurred in the past too. I'd like to ask that the company stop sending these notifications when it is simply not true.

Official Employee

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317 Messages

2 m ago

Hello, @AustinDahl! Thank you for bringing this to our attention; I know notifications like that can cause unnecessary worry and we definitely don't want our customers to feel this way. Depending on when the bill was generated and the date a payment was made, the notification could have already been submitted into the system to be sent out and then while it was getting ready to send, you made a payment. Since it was already in that stage, the notification is sent anyways because it's just a part of the system that doesn't change after a certain checkpoint.

 

I'd be more than happy to check your account just to make sure everything is on the up and up for you! Please send me a Direct Message with the full name of the Account Owner and yourself, as well as the full address on file and we can get started!

 

To send a Message:
1. Click on the Chat Bubble icon in the upper right corner.
2. Search for "Xfinity Support" and select "Xfinity Support" from the drop down list.
3. Type your message in the text area.
4. Press Enter to send!

Visitor

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2 Messages

@XfinityKaitlan 

Thanks for the acknowledgment.

I've been prompted via email and by the text on this forum to mark this as an Accepted Answer, but I don't see anything to indicate the company is actually doing anything to make this any better in the future.  You say "we definitely don't want our customers to feel this way", but then say ".. it's just a part of the system that doesn't change after a certain checkpoint." 

If the company is not going to do anything to prevent the problem, I would have hoped for some concrete advice for me on how to avoid the issue. However, don't see useful steps I can take in the future to avoid it or how to know when this checkpoint happens.

Official Employee

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184 Messages

I completely understand your concern and we would be more than happy to review your account and balance specifically to help provide more insight into why you continue to receive these notifications! To help, can you please send us a Private Chat Message from the instructions provided above? We are here to help! 

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.
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