2 Messages
Payment Arrangements Canceled Due to Bank Fraud
I am writing to you because I recently had two payment arrangements set up with Xfinity, which were unfortunately canceled by my bank due to fraudulent activities on my account. I was not aware of this until I went to the store on Sunday morning to buy milk and my card was declined. After checking my text messages, I found out that my bank had sent me a text overnight informing me that they had shut down my account due to fraudulent activities.
Unfortunately, I never received any text from Xfinity informing me that my payments hadn’t gone through. If I had received that text, I would have reached out to your customer service and fixed this problem. I did receive an email from Xfinity on Saturday afternoon informing me about the declined payments, but I am not glued to my phone or my computer.
When I finally got in touch with a live person and explained my situation, her only solution was that my account was past due and that the only way to get my service restored was to pay the past due amount of $406. As I explained to her, I couldn’t even purchase a gallon of milk, much less pay Xfinity over $400. I’m sorry my bank account was hacked, but I couldn’t open the bank to fix my problem.
She told me in no certain terms that she nor a supervisor would be able to help me and that maybe I should try and borrow the money from someone. She actually told me that there was no reason for her to switch me to her supervisor because she couldn’t give me any more help than I was already getting. I’m thinking, why do you have a supervisor?
I tried desperately to set another promise to pay, future dated payment, really anything to get my service restored, but I was not able to do so. I am hoping that you can help me resolve this issue and restore my service as soon as possible.
Thank you for your time and attention to this matter.
XfinityBillie
Official Employee
•
3.5K Messages
2 years ago
@user_ujavrv Thank you for taking the time to reach out to us here on our Xfinity Forums. I can absolutely understand the frustration that you are experiencing. It's never fun where you have issues with your financial institution that end up cascading. I definitely want to be upfront with you. Once that payment arrangement has been missed and the services disconnected we do need the full past due balance in order to restore services. I can definitely double-check your account to be 100% certain that it isn't currently eligible for a payment arrangement, but if the option isn't there we aren't able to restore services until the past due balance has been paid.
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