Visitor
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24 Messages
Not allowing me to login or make a payment
I’ve attempted to make a mobile payment over the phone, in store and on the app. However nothing is allowing me to even login or show anything.
you guys accepted a payment from me on July 23rd, you applied the amount to the wrong account and not my mobile account. This was suppose to be being investigated however I have not heard back. You have now shut off my service and are not providing any information!!
XfinityJustinC
Official Employee
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2.6K Messages
2 hours ago
Hello, @user_hd2lzh thank you for taking time reaching out over Xfinity Forums. While we can certainly appreciate your desire to receive immediate assistance with your issue. Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
The Forum is a community gathering spot, so there may be delays before hearing from an employee so wanted to help get the proper expectations set up for you. I understand how not being able to make a current payment, and the previous payment not being applied to the correct account which then turns service off would be frustrating.
I'd definitely like to assist and want to ensure I'm on the same page. From experience, I know that my Xfinity Mobile requires automatic payments and to have a card on file. About 3 years ago, the card I had on file had expired and couldn't update my payment method, so it took me a bit to get my account situated and autopay set back up.
With you mentioning that you made a one a payment on 7/23, and investigation being opened.
- Was the investigation with moving the payment to the correct account?
- Was it to see why the payments aren't being allowed?
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