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Visitor

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3 Messages

Sun, Jan 2, 2022 4:14 AM

Payment has not gotten applied

Hello I have been fighting to get the payment I made on May 21, 2021 applied and despite me providing Xfinity everything they requested and then some additional documentation the payment is still not being applied. Why is this payment not getting applied I have sent in copies of my bank statement showing the payment went through, copies of the emails from Xfinity thanking me for the payment, and I sent in a copy of the activity history directly from the my Xfinity account showing the correspondence email from Xfinity thanking me for the payment that correlates with the email I have sent in what else is needed? I have gone into the actual store twice called numerous times and had numerous chat conversations about this situation only to have 4 payment request tickets filed and still the payment has not been applied. I am frustrated, angry and have long ago lost my patience with this whole thing spending so many hours of my time trying to get the payment applied 8 months later is crazy. Please help me with this situation I am tired of hearing the promises of getting it fixed this time only to end up in the same place.

Official Employee

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562 Messages

5 m ago

Hello, @user_4eb982. We definitely want to get to the bottom of what's happening with the payment that was submitted. Was this towards your residential account or your mobile account? Can you please send us a Direct Message with your first and last name? The message icon is located at the top right of the Community Forum page, clicking on the message icon will allow you to initiate a chat conversation with us directly. Please ensure you are sending your message to our 'Xfinity Support' handle. 

Visitor

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3 Messages

4 m ago

My problem still has not gotten resolved. In addition to what I have already mentioned, I was given an email address from a customer support agent so that I could upload my supporting documents directly to the payment research team who are the ones to correct my problem. However I sent the email with my documents explaining everything to the exact email address given to me then I received an email reply stating that no such email address exists so my documents could not be delivered. I checked the email address given to me in case I made a mistake but nope it was correct. I contacted  online chat explaining my situation and asked for the correct email address so I could get my documents and explianation to the proper department only to be told that the email address I had was correct but it is no longer in existence, there is not another email address and uploading documents and emails directly to anyone is no longer accepted that they will make their decision on their own. I explained once again rmy situation  requesting an email from the agent and was then given a different story (LIE, LIE, BIG FAT LIE) the agent told me they were gonna send me an email with the details of the missing payment claim and I was to reply to that email including my account # and ticket numbers they attach anything I felt I wanted to support my claim also explaining myself. They also were gonna credit my account $25.00 for the problems I have had and another $10.00 for the service interruptions I was having. All of which did not happen! No email to reply and attach supporting documents to, No $25.00 credit for my troubles and No $10.00 credit for the service interruptions and definitely no contact from the research team. Now when is my payment gonna get applied its been 8 months now there is no excuse for this.

Official Employee

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538 Messages

Hello there @user_4eb982!  Thanks so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and want to assist with this in any any that we can today.  No worries!  You have reached out to the right team, and we are going to take a look at this for you.  So that I can access your account and take a look at what's going on, please feel free to shoot us a private message with your full name and complete service address.  That way we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/32wM22S 

 • 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

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

Visitor

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3 Messages

2 m ago

Ok so here I am now 3 months from my original post only to update my situation to everyone!!! Nothing has changed payment has still not been applied ok 2 things have changed I have now recieved 2 more ticket #s for the exact problem. Been told more times than I care to admit to that this problem will for sure get fixed this time (lie, lie, lie again). They say they are reviewing the documents submitted which is a lie because I was told the email address I was given was no longer in existence and the ability to upload documents directly to the correct department was not possible anymore that the department would make the up their own decision without me being able to explain myself and provide the supporting documentation for their decision to be based on!!!! Then another person told me another lie the people I am dealing with seem to make things up as they go regardless of them actually planning on and actually fulfilling the promises they have made to you or even care about the past however long you have wasted time and time again explaining your problem over and over again only to be bullshitted to and never getting the problem resolved. If I were not living in an apartment community that restricts us from having satellite dishes I forsure would have left Xfinity. But here I am getting charged $10 late fee charges month after month and the $202.84 which I paid which almost a year later still is not applied to my account in addition to the every 4-6 month service charges going up but services decrease not get better is really showing Xfinity could careless about taking care of the customers they currently have only concentrating on gaining new customers with new products such as now providing mobile phone services they really should make sure the services the customers they already have are paying for are excellent and the simple act of appling the payments paid to them get applied should be their main priority not coming up with another service that will over promise and under deliver to their customers!!! So sad 

Official Employee

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74 Messages

@user_4eb982 I can understand how a billing issue like this could become overwhelming and frustrating, and our great team is here to help you with your billing concerns.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” icon (upper right corner of this page)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

Let me know if you have any questions.

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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