Need to pay in person

I have been a customer for over 25 years and have been unable to Pay my bill online for over two months. I also can’t pay on the app, using my TV or over the phone. I have had to make eight calls so far in over two months and not one person can resolve this issue. I am beyond frustrated at this point. Every agent promises me something and that one thing goes through. I haven’t been given ticket numbers, That it would be resolved in 24 hours and try again, etc.. I’ve asked customer service to escalate the issue and they don’t.

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XfinityThomasA

Official Employee

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3.6K Messages

5 hours ago

user_bbog24 - Hello, and thank you for your feedback and your choice of service providers over the years. We really appreciate you joining us here on the sub and giving us the opportunity to help. I completely understand how important it is to have simple, reliable payment options, and we want to make sure everything works smoothly for you. There are several convenient ways to pay your Xfinity bill. You can make a one-time payment or set up recurring automatic payments, which is often the easiest and most secure option.

No matter your service status, you can always sign in to your Xfinity account to view and pay your bill online. Here are a few additional payment methods available:

Use your Xfinity Voice Remote and say “Pay my bill” to access your account on X1
Call 1-800-Xfinity and follow the automated prompts to pay with a credit/debit card or bank account
Mail a check or cashier’s check using the payment stub included with your bill (please don’t send cash)
Visit an Xfinity Retail Store to use a self-service kiosk (accepts cards, bank payments, cash, and traveler’s checks)
Use a Western Union Quick Collect location to pay by money order

These are the accepted payment methods at this time.
In some cases, if there’s a history of declined payments, returned/bounced transactions on the account or certain other activites, Xfinity’s automated system may temporarily limit online payment options and require payments to be made in cash at a retail location for a period of about 6 to 12 months. When this happens, customers are notified through automated communications explaining the change. What communcaitons, if any, have you recieved? And, to better assist you, could you walk me through the steps you’re taking to make a payment and where you’re running into trouble? If you’re seeing any error messages or codes, please include those as well. We’ll work through this together and get it resolved.

More information can be found here - How to make a payment on your Xfinity account

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user_bbog24

Visitor

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5 Messages

In my original post, I stated that I’m unable to pay across all of those formats. Tv, phone, online, app, etc. I either get an error message or it says the only way I could pay is in person in a store and they only accept cash. This is unacceptable to have to deal with for over two months and making 8 calls to resolve. I need this escalate to be resolved ASAP.

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5 hours ago

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user_bbog24

Visitor

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5 Messages

There are a lot of people posting on the forum the last two months with the same problem. Why hasn’t it been resolved. And why doesn’t anyone know how to fix it?

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5 hours ago

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XfinityThomasA

Official Employee

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3.6K Messages

user_bbog24 - Thank you for your feedback. In some situations, if there’s a history of declined payments, returned or bounced transactions, or certain other account activity, Xfinity’s automated system may temporarily limit online payment options. When that happens, payments need to be made in person with cash at a retail location for about 6 to 12 months. Customers are notified of this through automated communications explaining the change.
To better understand your situation, can you let me know what communications—if any—you’ve received?

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.
Was your question answered? Please mark as Best Answer. tick

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4 hours ago

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user_bbog24

Visitor

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5 Messages

I have received no communication from Comcast and all payments have gone through. I often make multiple payments in a given month since my bill is so high which I should be allowed to do. I should not be inconvenienced to have to pay cash at a retail store after 25 years. I have had multiple people say they have fixed our account over the last 2 months, but no change.

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4 hours ago

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XfinityChelseaB

Official Employee

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2.4K Messages

@user_bbog24, I will need to pull up your account to investigate this further. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

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.
Was your question answered? Please mark as Best Answer. tick

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3 hours ago

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thugrilla5

Regular Visitor

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10 Messages

10 minutes ago

I am currently experiencing the exact same thing. Customer service is abysmal, my ECM documenting this issue was closed without notification. just awful

The xfinity replies here are just plain tone-deaf and ridiculous, we're wanting to give you money and the gaslighting is just ridiculous.

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user_bbog24

Need to pay in person

XfinityThomasA

user_bbog24

user_bbog24

XfinityThomasA

user_bbog24

XfinityChelseaB

thugrilla5

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