Pay bill

I have tried multiple times to pay my bill.... and can never get any of your systems to get to a point to even enter my payment information. You have charged me late fees again. I have tried calling, and can never get through the garbage AI, which never completes a full sentence. It cuts off, and likewise cannot understand anything I say. When I enter my card information (typed or read), it gets confused and hangs up (BTW, I'm a native English speaker from the midwest who records voiceovers, pretty sure if it can't understand me, it's the AI). This has been an issue because my banking information was stolen, so I had to get all my payment information moved around... This is the last autopay issue and I have never been able to get it resolved.

I refuse to waste time during my workday on something this stupid. You fired over 500 people, supposedly not front line, but hopefully it included the people responsible for insulting AI system that you force customers to deal with. If I cannot resolve it in my evenings, I do not have time.

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XfinityPaula

Official Employee

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2.4K Messages

6 hours ago

user_lku2qt Good morning. I'm sorry that you have been having so much trouble with processing payments online and by phone through our system since you had to make changes. I know it's a struggle when our remote payment options are not making things easy for us. I wonder if something happened that put a block on the account during the time your banking details were stolen.

I don't want you to have this struggle again. I would love to work with you and out engineering teams to help ensure our systems allow you to make your payments online.

Since this is specific to your account I need to ask you to send us a direct message with your name and service address please. From there I will verify the account and work with our teams to have the system corrected.

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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user_lku2qt

Pay bill

XfinityPaula

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