A

Visitor

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2 Messages

Sat, Aug 6, 2022 7:23 PM

Closed

Payment arrangement debacle

Hello,

I am currently experiencing severe financial hardship due to a major death in my family and some additional unexpected expenses that I have incurred recently. Knowing that I would need some more time to pay this bill before my internet was cut off, I placed a phone call to the Xfinity Customer Service phone number at 1-800-934-6489. Unable to easily reach a live person (which seems to be a pattern), I was told by the automated system that I was eligible to make a payment arrangement. 

I did some cursory research online, and from what I gathered, doing this would prevent my services from being disconnected (my internet was still on at this point), provided that the amount of the payment arrangement was at least the past due balance. My intention was to schedule a payment arrangement in the amount of the past due balance. The payment was to be withdrawn 8 days later. However, the automated system decided to instead make the payment arrangement in the amount of the full current balance (despite me attempting to explicitly tell it to make it in the past due amount), which I would not have been able to easily pay all at once on the date that I had indicated. 

It was seemingly not possible for me to correct the amount of the payment arrangement through the automated system over the phone. As a result, after ending the call, I decided to cancel the previously-scheduled payment of the full balance through my online Xfinity account. I then re-scheduled a payment for the same date in the amount of my past due balance instead, once again, through Xfinity online. I was under the impression that this would also count as a payment arrangement, this time, in the "correct" amount.  

This morning, my services were interrupted, despite having already scheduled a payment of the past due balance through my online account to be withdrawn via debit card within a week from now. Despite the pre-existing scheduled payment, at this point, I seem to be barred from making any additional payment arrangements through any of the Xfinity resources I've tried, including the automated system and Xfinity Assistant. The automated system also seems to be unwilling to connect me to a live representative until I've paid the past due balance, which is not possible for me at the moment (hence, my attempt to set up a payment arrangement in the first place). 

Is there any way that I could speak to a representative somehow over the phone or otherwise to discuss this? I would really like for my services to be restored, pending the scheduled payment that I have already made. This is the first time that I've personally attempted to make a payment arrangement, so I'm not entirely sure why this may have happened. 

Thanks. 

Accepted Solution

Visitor

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2 Messages

4 months ago

This has been resolved. Thank you so much for your help.

XfinityJorge

Official Employee

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541 Messages

4 months ago

Hello, @automatedhell thanks for contacting our Xfinity Support Team over our Forums. We are sorry to hear about your experience trying to get help and setting up an arrangement, our team is here to help in any way possible. We know the importance of being online and we are happy to work together. In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

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