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Thursday, August 6th, 2026 4:12 PM

Mobile support is the worst

I have tried to get help for two weeks these agents cannot comprehend english.  If you read all my chat transcripts you would be amazed. They wont let me escalate to tier 2 or get help their system keeps trying to take more money after I paid my bill early 

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Updated 

5 days ago

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XfinityAirelle

Official Employee

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3.4K Messages

5 days ago

 

 

 

Hi there. We understand why this is concerning, especially after you already made an early payment and are still seeing another payment attempt.

 

Xfinity Mobile accounts remain enrolled in automatic payments, but an early one-time payment should be applied toward the Mobile balance. Once that payment has fully posted, automatic payment should collect only the remaining amount owed.

 

We can review the payment date, amount, posting status, current Mobile balance, and scheduled automatic payment to determine why another charge is being attempted. 

 

Can you please send us a direct message with your full name and service address so we can take a closer look?
 
How to send us a direct message:
 
- Click “Sign In” if necessary.
- Click the “Direct Messaging” icon.
- Click the “Start new conversation” icon, which looks like a pencil and paper.
- In the “To:” line, type “Xfinity Support.”
- As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
- An “Xfinity Support” graphic will replace the “To:” line.
- Type your message in the text area near the bottom of the window.
- Press Enter to send it.
 
Talk to you there!

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