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user_511p7k
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Visitor

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3 Messages

Friday, July 25th, 2025

Payment declined (problem with Xfinity side and not with my credit cards)

There is something wrong with my account settings. After I went into the store to merge my Xfinity accounts, there is now a problem with the billing. Whenever I try to pay with any credit card (which work with all other payments), Xfinity says "payment declined". I am getting notices that my service will be turned off in 3 days but I have no way to make a payment and this is an endless cycle. I can't get in contact with someone to help me with this either because the call centers won't let me through to a person, and the Xfinity assistance is useless. SOMEONE PLEASE HELP ME BEFORE MY SERVICE GETS TURNED OFF!!!!!!!

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8 days ago

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XfinityMatthew

Official Employee

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552 Messages

8 days ago

Hello user_511p7k , we can certainly look into what is going on. When you try submitting the payments do you receive any additional information other than "Payment Declined"? Does is specify any reason why?

 

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user_511p7k

Visitor

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3 Messages

No, there is no explanation. Just simply "payment declined". This happens regardless of the credit card I try to use. I need a representative to look at my account because there is clearly something wrong with the settings of my account on Xfinity side. Can you please review my account settings to identify the problem?

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8 days ago

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XfinityMatthew

Official Employee

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552 Messages

 

user_511p7k We will take a look on our end. We just need to authenticate you and access the account. To do this please send us a direct message with your full name and the service address. 
To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
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. 

 

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8 days ago

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user_511p7k

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3 Messages

I have sent a direct message as you instructed. Please respond when you get a moment. Thanks!

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8 days ago

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