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Monday, September 25th, 2023 3:13 PM

Not getting $10 Autopay discount

This is the third time I'm trying to get this issue resolved. The first two times I tried Xfinity Chat Support, but they seem either unable or unwilling to fix my problem, so I thought I'd give the Support Forum a try.

In short, I'm a single customer, but I get Xfinity service at two separate addresses, so I have two accounts and get two bills every month. Xfinity offers a $10 discount to customers who enable both Paperless Billing and Autopay on their accounts. I have enabled both of those on both of my accounts several months ago, but I've only been getting the $10 discount on one of my accounts and not the other.

Again, I've contacted Chat Support about this months ago, and explained my problem in detail. They apologized, issued me a one-time credit, and said I would be getting the $10 discount from then on. However, my very next bill didn't have the discount applied, nor did subsequent bills. I contacted them again a couple months later, explained everything in detail again, was issued a one-time credit again, and was then instructed to disable and re-enable both Autopay and Paperless Billing on the affected account. I did that, and was afterwards reassured that the discount would be recurring. On my very next bill, the discount wasn't there. I've since gotten four bills without the discount, and am about to pay a 5th, so I'll be out $50.

Is there anything that anyone can do for me?

Accepted Solution

Official Employee

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555 Messages

5 months ago

@user_d27d31 Thank you for reaching out regarding your self-service discounts, we will be more than happy to help you! Please send us a direct message with your name and address. Thank you! 

 

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

3 Messages

4 months ago

The same thing is happening to me it’s unbelievable. I’ve contacted them three times with nothing to help. At this point I’m so fed up I might just switch providers. Having to nag for a wifi bill every month for a discount that they say you will receive and don’t is just lying to the customer. 

Official Employee

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1K Messages

Hi there @user_rd3k8h. I am sorry to hear that you are not getting your discount for autopay and ecobill. Now the discount does take 45 days after you set it up to appear on your bill. When did you set up the autopay and the ecobill options?

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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3 Messages

Yes, it was over 45 days. I was told to turn off auto pay and turn it back on in 24 hours to see if it will reset but isn’t that going to delay it again? 

Official Employee

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914 Messages

That is super strange! Was this via direct bank routing or debit card? One big thing on the autopay to keep in mind as well is it is a $5 discount on debit /credit card and a $10 discount for direct bank routing. Appreciate you getting us in the loop.

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

3 Messages

Yes I had it set directly from my bank account. 

Official Employee

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979 Messages

Thank you so much for confirming that information, and we apologize for the issues with your discount, this is definitely unusual. We'd be happy to get your account pulled up to take a closer look to see if we can get to the bottom of this and help ensure the discount gets properly applied moving forward. To get started, can you please send us a Direct Message with your first and last name as well as the service address on the account including any applicable unit or apartment numbers? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you! 

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

1 Message

4 months ago

Hello,

I'm wondering about the absence of the autopay and paperless discount as well.  I see many solutions requesting a direct message to support to check on it, but I don't see an option to send a direct message, and it seems it's against the rules to send one that's unsolicited anyway.  I have had autopay and paperless billing as far back as the system shows (Nov 2020).  Any assistance would be appreciated!

Official Employee

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970 Messages

@user_lnlxkm Hello! Thank you for reaching out to us here on our Community Forum. We can definitely take a look at your account and see what is going on with your self-service discounts. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

 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

We look forward to hearing from you.

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

1 Message

2 months ago

This has been going on with me for 6 months.  Have to chat with someone to get discount.  They say "rest assured your discount will be applied from now on" wrong!!

Official Employee

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266 Messages

@user_dkodyk Thanks for letting us know. Have the phone agents verified the payments are taken out automatically? 

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

1 Message

28 days ago

I had this issue as well and caught it a year later. Comcast agreed to give $120 credit for the overpayments that had occurred due to the discount not being applied. Yet month after month the credit was not applied. Every time I chatted them they continued to assure me that the credit would be applied. Eventually we moved and disconnected service because our new location offered CenturyLink Fiber which is both cheaper and more reliable than Comcast’s offering. When we disconnected the service, they finally applied the credit they had promised, but then a month later they sent us a bill with the credit value added back double. We contacted them again and they assured us it was an error and that the account owed no balance. 6 months later we get a notice from collections. Filed a complaint with the FCC and finally got an explanation for the credit not being applied, which they said was that you needed to be in a promotional period of a contract in order to have the autopay discount applied. This seems quite off because the autopay discount and the contract discount are listed on separate lines on the bill, and the discount is advertised as being contingent only on having autopay and paperless billing active. And yet, it is the only explanation I ever received after many assurances that the missing discount was in error. Long story short Comcast is [Edit: Inflammatory].

(edited)

1 Message

18 days ago

The AutoPay discount seems to be a myth. I received an email that I would receive a $10 monthly service discount for using Autopay via my Bank account, which I have been doing for years. Instead, starting in January, my monthly charge went UP by $3. My bill says the Autopay discount was applied. I did not change my plan or service. I tried reaching Xfinity support but the bot can't answer my question and live agent chat keeps disconnecting. Does the "discount" mean "raise service price by $13 and then discount by $10?"

Official Employee

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433 Messages

@user_jh0i60 You can use this link https://www.xfinity.com/support/articles/viewing-your-bill-online-ecobill as it will show you how you can view your billing statements to check on your discount. Let us know if you need any further assistance. 

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

1 Message

7 days ago

I signed up for autopay (both paperless and billing) via bank account around the 14th or 15th of this month and haven't received my $10 credit. Why hasn't this happened? And none of the DM instructions work, the computer assistant support doesn't understand my question and the call center in India is noisy and I have trouble understanding the accents.

(edited)

Official Employee

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856 Messages

 

user_7mhnth, Thank you for reaching out to Xfinity support. It can take up to 45 days for the discount to start. Usually, you will see if after one billing cycle. If you don't, please let us know, so we can assist you. 

 

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
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