Paperless Billing Issue

I am signed up to receive the paperless billing discount, but did not see it on my latest billing summary. The Xfinity AI chatbot is not helpful and I've opened over 20 tabs of Xfinity support pages trying to resolve this issue. I'd like to just get this resolved with a real human being and no I don't want to sit through the AI bot phone lines or use the AI bots on the app either.

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XfinityKei

Official Employee

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2.8K Messages

28 days ago

@user_misj You're in the right place for help. Our apologies for any confusion this has caused you.

The autopay and paperless billing discount can take up to 45 days to activate.

As a friendly reminder you must use a bank account and paperless billing to receive the $10 off. The discount is only offered if you have Xfinity Internet. Until the discount is active we recommend making manual payments until then and the discount will show on the following bill.

I have a link from our help and support page with more information. https://www.xfinity.com/support/articles/automatic-payment-paperless-billing

Has it been more than 45 days since you signed up?

Did you sign up for both autopay and paperless billing?

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user_misj

Visitor

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3 Messages

Hello, thank you for the response. Both autopay and paperless billing have been enabled. Changes to my plan took effect on June 8, 2026 which is 78 total days and 54 business since today. The auto pay and paperless billing discount have not show on any of my billing statements since then. If thta 45 day count is accurate, then that means I've gone at least one billing cycle without the discount properly applied to my account. Is there some way i can direct message or get some resolution via my email?

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26 days ago

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XfinityAbby

Official Employee

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1.3K Messages

Hello @user_misj I also wanted to make sure. Do you have a card on file or the bank account and routing number for the auto pay? In order to get the discount it does need to be the bank account and routing number set up on autopay.

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26 days ago

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user_misj

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3 Messages

The billing information on file is my bank account, with routing and account number provided - not a debit card or credit card.

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26 days ago

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XfinityAbby

Official Employee

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1.3K Messages

Thank you for confirming that @user_misj I would like to take a look at the account and see what may be going on.

Please send us a direct message with your full name and service address so that we can assist you further. To do so, click on the chat icon located at the top right of this forum's page. Here are 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

For an example of how to send us a direct message, Check out this link
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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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26 days ago

Billing

user_misj

Paperless Billing Issue

XfinityKei

user_misj

XfinityAbby

user_misj

XfinityAbby

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