Visitor
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1 Message
Payment Declined & Now Have to PAY with Check EVRY TIME in Person or by Mail
FIRST
We had out credit card stolen - so we had to freeze our credit card & get a new one
THEN
We got a new card & had to enter it into the payments and auto pay for all 3 accounts we carry with Xfinity
BUT
When we tried to enter the new credit card number on ONE of the accounts - it must have accidentally been marked as a bank account instead of credit card account
SO
The payment was declined and it has now locked us out of paying for that ONE account except either by going IN PERSON to an Xfinity store OR paying by snail MAIL - -
Even though the OTHER TWO accounts have the same info & have been continuing to autopay throughout this entire ordeal
MEANWHILE
I ended up in the hospital for a couple of months - so have been unable to assist my better half with taking care of this insanity
HOW
Can we get this corrected so that the one oddball account also can go back to autopay with the other two?????!!!!
This is messed up & INSANE!!
- makes me think about switching to StarLink!
XfinityJustinC
Official Employee
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2.7K Messages
5 hours ago
Hello, @user_zmnrx9 thank you for reaching out over Xfinity Forums. I know this must frustration when a payment method is restricted, and would definitely like to help find a resolution that doesn't require making the in person or mailing payment option. Hope you're feeling better after your hospital stay, my mom is currently in the hospital and have been assisting my dad with getting his billing/payment situated and know it can be stressful.
From experience, I've seen that if 2 payments are returned in a 180-day period this is typically what triggers a payment restriction. It typically takes paying on time consistently for at least 6 months before the restriction is removed.
I understand wanting to look at options to get that address sooner, and found a similar post here on the Forums. Reviewing the customer had payment restrictions applied for missing payments and then worked with our Customer Security Assurance experts to get the restriction removed: https://forums.xfinity.com/conversations/signin-and-account-management/security-block-preventing-access-to-payment-portal/6a5fea82b3ed1847a0b22fde
Our great CSA experts can be contacted online, then select repot an issue to get a ticket opened for assistance: https://spa.xfinity.com/help
Please let me know if this was helpful.
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