Payment Arrangement Issue

I have been with XFINITY for over a year and have nothing but problems. They do not honor their payment arrangements that their system sets up and then when you try to explain it to them they tell you there is nothing they can do even though their system clearly states payment arrangement and my account has payment arrangement .

I do not know why I chose them as a provider. They are horrible, overpriced and misleading.

their customer service is horrible and has no understanding of what is being said. They should really be investigated like these other companies for misleading their customers and overcharging them

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XfinityDemetrise

Official Employee

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121 Messages

13 hours ago

Hi there @user_cbpha3 Thank you so much for reaching out on our Xfinity Community Forum about your payment arrangement issue. That is definitely not the experience we want for you as a valued Xfinity Customer. I'll be happy to assist. Can you confirm if a payment was made on the arranged date? Please see below more info on how our payment arrangement process works.

https://www.xfinity.com/support/articles/set-up-payment-arrangement

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user_cbpha3

Visitor

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5 Messages

I understand how it works, when my paycheck did not post, i requested an extension and received the below message; and also my account states payment arrangement:

So I feel it should be honored and services should not have been suspended

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13 hours ago

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user_cbpha3

Visitor

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5 Messages

And also, Dealing with Gautam as one of your supervisors is horrible. He did not understand what I was saying and did not look into account or situation at all

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13 hours ago

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user_cbpha3

Visitor

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5 Messages

I will say your representative KAI is wonderful and helpful and went above and beyond

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13 hours ago

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XfinityMarshante

Official Employee

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1.1K Messages

Hello @user_cbpha3, thank you for providing the screenshots. So that we can take a closer look at your account If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, click the "New message" icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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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13 hours ago

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Lla42

Visitor

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1 Message

11 hours ago

I'm also in the position of dealing with Xfinity not wanting to honor payment arrangements, then cutting me off and now when I try to make another arrangement, I'm being told that my payment card's address info is wrong (it isn't - its the same as my service address) and that they want to charge me for the same hardware that I want service resumed to, plus they charged me an early termination fee for some reason despite me not being under any kind of contract? When I tried to get further info, your rep, Caroline, hung up on me.

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XfinityEricB

Official Employee

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3.2K Messages

Lla42 I aplogize the last rep hung up on you when trying to get help with your account, and that certainly isn't the experience we want for you. We would be happy to help with the current payment issues, and what sounds like a restart of services.

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" If necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person".

Instead, type "Xfinity Support" there

As you are typing a drop-down list appears. Select "Xfinity Support" from that list

An "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

(edited)

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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Reply

11 hours ago

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user_cbpha3

Visitor

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5 Messages

10 hours ago

I have spoke to 5 reps and none of them seem to have any understanding. All I get is there is nothing we can do. My question is if I go online while my service is on and try to get an alternate pay date, it’s acknowledged and I am told my services will not be suspended, why are they suspended

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user_cbpha3

Payment Arrangement Issue

XfinityDemetrise

user_cbpha3

user_cbpha3

user_cbpha3

XfinityMarshante

Lla42

XfinityEricB

user_cbpha3

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