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user_d520c9
1st Topic

Visitor

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4 Messages

Thursday, August 24th, 2023 4:40 PM

Closed

Payment Arrangement/Extension

I had a family emergency occur yesterday. I currently have a payment arrangement scheduled and need to extend it out 6 days. Is this possible? I work from home and cannot afford to lose my services. An agent had me on/off hold for several minutes, trying to sell me other services, but told me I could get one but needed to update my arrangement through the automated system. He transferred me to the system and the system said I needed to speak with an agent, and put me back in the queue. That was 45 minutes wasted 😩 I need help fast. Anyone have insight or can help with this? 

Question

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Updated 

2 years ago

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XfinitySara

Official Employee

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1.7K Messages

2 years ago

Hey there, @user_d520c9! Thanks for reaching out to the community with your billing concerns. I totally understand that things can happen, and I am sorry to hear about your family emergency yesterday. I hope everyone is ok and/or getting better! According to our Instructions for Setting Up a Payment Arrangement, you would need to follow the prompts online or through the automated phone system to make any adjustments (if/when available) to your existing payment arrangement. To clarify, were you previously speaking with an agent through the Xfinity Assistant?

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user_d520c9

Visitor

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4 Messages

@XfinitySara​ I was speaking with a live agent by phone. He transferred me to make the change/extend the date, but the recording stated that I needed to speak with an agent to make changes and transferred me back to the customer service. The hold time is 60 min and I just wanted over 30 to get him. Is there a reason he couldn’t make the change?

2 years ago

0

XfinityThomasC

Official Employee

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2.5K Messages

@user_d520c9  In checking the reason it appears that in some regions of our footprint agents cannot set up a payment arrangement as they do not have access to that option. The proper direction for those customers is to use the Xfinity Assistant and click Chat for options.

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2 years ago

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