No longer getting Autopay + Paperless discount

My 2 year promotional period is ending. I signed up for a new plan. I had autopay and paperless turned on, my upcoming charges for the new plan did not have the discount. To get the discount with my promotional period I had to turn autopay and paperless off and then back on. I tried that just now, but my upcoming charges still do not show the discount. Please help. I tried xfinity assistant, it claims a live agent is needed to fix this, but is unable to connect me to one or tell me why it is unable to do so. I tried the phone number but the ai is unable to connect me to a live agent. Also, the phone ai is unintelligible half the time, the other half the time it can't understand me. Maybe that's a me problem.

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XfinityOrlandoM

Official Employee

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3.4K Messages

7 hours ago

@user_i652l3

Thank you for contacting us, and I apologize for any inconvenience. If you turned Auto Pay off and then back on, it may take up to 45 days for the discount to be reapplied to your account.

If your checking account is already set up, I can help add the code back to your account. To get started, please send me a direct message with your first and last name and your full service address.

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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user_i652l3

Visitor

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4 Messages

7 hours ago

Why was the discount not being applied after I signed up for the new plan? Why is it not applied automatically when both autopay and paperless are turned on? Why do I need to send you direct message with my account details to get my account to function properly? I logged in to post to this forum, if you are official xfinity how can you not know who I am?

This is very sketchy. I do not trust you in the slightest.

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XfinityOrlandoM

Official Employee

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3.4K Messages

@user_i652l3

Great question, if you were on one of our legacy plans when you go with our new next generation plans you generally have to go re add the auto pay function and make sure your checking account is set up as the default payment option.

So, once you turned it off and turned it back on it resets it, but it can take up to 45 days for that discount to show up on your billing statement.

What I'm saying I can do is I have a way to put that code for the auto pay discount on to your account so that discount reflects right away versus waiting the 45 days

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 hours ago

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user_i652l3

Visitor

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4 Messages

If you can do that without me giving additional account information, please do so, and thanks in advance.

Last night, when trying to sign up for a new plan, chat windows kept popping up as I was trying choose/upgrade a new plan. The reps tried to sign me up themselves, were pushy, gave me info conflicting with what I was seeing on the website. I declined all offers and closed the windows. Shortly after I was spammed with 4 verification code requests in quick succession in text and email followed by a service appointment confirmation in text and email that I didn't ask for. And now I seem to be blocked from any live agent interaction. I am not giving you any account info you don't already have. I don't trust any of you.

6 hours ago

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XfinityOrlandoM

Official Employee

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3.4K Messages

@user_i652l3

Unfortunately over social media I wouldn't be able to make that change to your account. You would have to send me a direct message so I can authenticate your account and get your approval.

But if you have your checking account listed as your default payment and the auto pay function turned on, within 45 days that discount will get applied.

If you need account specific help, we would need to speak to you in the private direct messaging platform

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 a reply as the Accepted Answer. tick

6 hours ago

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user_i652l3

Visitor

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4 Messages

Ok, thank you for responding. I will wait out the 45 days and see what happens.

6 hours ago

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XfinityOrlandoM

Official Employee

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3.4K Messages

@user_i652l3

You are welcome, this link is great resource for the automatic and paperless billing options. https://www.xfinity.com/support/articles/automatic-payment-paperless-billing

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 a reply as the Accepted Answer. tick

6 hours ago

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user_i652l3

No longer getting Autopay + Paperless discount

XfinityOrlandoM

user_i652l3

XfinityOrlandoM

user_i652l3

XfinityOrlandoM

user_i652l3

XfinityOrlandoM

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