Payment mailed three weeks ago, not cashed, now a late fee attached

We'd be more than happy to take a look at this late fee for you, @bkoRLM. Please send us a private message via the above instructions to get started.

I already got a reply back from a Comcast employee. I will send you that exchange by PM.  My latest bill was dated Aug. 23, however my payment for the previous bill wasn't cashed until Aug. 24, so I was assessed a late fee onto my bill dated Aug. 23.  Here is the amusing part - today, Sept. 1, I received by US Mail, the bill dated Aug. 23.  (I had printed off the Aug. 23 bill and mailed it with payment on Aug. 26. I sent that by certified mail so I would have a record of when it was received at the PO Box in Philadelphia. ) Wouldn't you know it took only 48 hours to reach Phila. and it was picked up at the PO Box Monday morning Aug. 29.  Even better yet, my check was cashed Wed., Aug. 31.  So this can be done!

Comcast should as policy, make note by postmark or make note themselves, the date that all payments are received. The customer's responsibility is to get the check in Comcast's hands on or before the due date. Nothing more.  If Comcast chooses to sit on the checks and not cash them for weeks or months, that is not the fault of the customer and the customer should not be penalized.

To summarize, we know that a payment can be mailed to Philadelphia, half way across the country and get there in 3 days. We also know that Comcast, if motivated, can cash checks within 2 days.

What are the issues that need to be resolved?  First -- Comcast does not get the bills out in a timely fashion. It should not take 10 to 12 days for me to receive my bill in the mail. It should be about 3 to 4 days from date of bill being cut.  The "30 days" to pay a bill which used to be a business standard, is usually now closer to 21 days. This makes the US Mail turnaround a bit more tricky, but it can be done without penalties to the customer.  That is, in this case, if Comcast would cash the payments promptly, which is the second part of the two-pronged problem.

If Comcast wants to maintain the policy of only 3 weeks between Bill cut date and Bill Due Date, the company ought to get the bills in the mail the same day they are cut, and cash the checks immediately upon receipt.

I do not trust "Auto Pays" of any kind, and if Comcast would give me a deal for paying - by check - a year in advance, I and probably many other customers would be open to such an offer.  We also know that not all of us are paying the same rates; we know there is 'wiggle room' in these negotiations. I pay $90 a month for internet and telephone service only.  That seems Top Tier to me.

I'm having difficulty figuring out how to send a PM specifically to XfinityJoshuaE.  I can get to the generic Support, but not specifically to a person. All the names on the pull-down list are for others; cannot find Joshua E or the other employee who answered me off-line before.

To send us a Private Direct message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support direct messaging, you do not need to input the name of a person. Just select Xfinity support, and you will be able to speak with the next available specialist.

Here are 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

@bkoRLM​ 

You can always check online under My Account to see your bill.  It's usually there before you get it in the mail.  Print out the page with the coupon and mail it in.  Granted, there's no return envelope, but you might have a faster deposit time that way.

We'd be happy to help if any late fee is charged. Please keep us posted! We are here for you. 

I get the exact same thing, I even started mailing my payment to the state Comcast office, it got better for a couple payments, but then it went right back to not getting payment that I mailed almost 3 weeks ago & try to talk to someone about it that barely speaks English & is in India & has no power to fix the late charges. This is happening all over the country, they're pushing to go to an all digital payment system which gives a lot of control over to banks& gov'ts who have oversight on web payments.

But it's mandatory with most cell phone service, insurance:auto& home& now TV/ internet services! Still get my heat& electric by mail& when I send the IRS a check it goe from Michigan to Ohio& THAT'S CASHED WITHIN 4-7 DAYS! SO I KNOW COMCAST GETS MY PAYMENT IN 2- 3 DAYS,BUT MUST SIT IN THE PAYMENT AREA FOR 2 WEEKS BEFORE THEY OPEN MY PAYMENT & THEN CASH IT!!. I'M SO SICK OF ALL THEIR EXTRA CHARGES ALREADY,$10 FEE FOR HD!? IT'S BEEN AROUND FOR OVER A DECADE,$9 4 LOCAL ACCESS,$10 FOR EACH TV BOX & $15 FOR THE MODEM,THEN THERE'S ALL THE OTHER EXTRA FEES,  

ADDING ALMOST $70-80 EVERY MONTH. WE'RE RETIRING & GONNA HAVE TO CUT CABLE, DIE TO THE OVER $310 MONTHLY BILL, LET ALONE THE PURPOSELY DONE, LATE FEE!! BUY AN ANTENNA, THE 5&6 G WIFI HAS BEEN FOUND TO CAUSE A LOT OF HEALTH ISSUES, SOME PERMANENT, BUT OTHERS WHILE NEER THE HIGH SIGNAL. ALL THE MORE REASON 2 CUT THE CROOKS OFF, THEY OUTSOURCE ALL THE JOBS THEY CAN TO OTHER COUNTRIES 4 CHEAPER LABOR! LET ME KNOW WHEN COMCAST STOPS PURPOSELY TAKING 3 WEEKS TO PROCESS PAYMENTS & CHARGE A FEE 4 USE?!

BD

@bkoRLM​ 

We don't have "robots" here.  The Official Employees that respond in these Forums are Corporate Employees who are here to help customers where other customers and Experts can't.

As for your edited remarks that was probably because you used profanity in some form.  This includes what might be considered "everyday" profanity and abbreviated profanity.  Also, any inflammatory/rude remarks toward anyone in the community or Comcast/Xfinity in general will be edited out.  Personal information, such as name, address, phone number, account number, will also be edited out for your privacy.  You might want to take a look at our Guidelines and the Acceptable Use Policy for more information.

I hope that answers those questions for you.

@bkoRLM​

i had the same thing happen to me...first time in over 30 years with comcast. anyway, i called and explained i mailed the check well before the due date and it wasn't cashed until almost 20 days after i mailed it. unfortunately, past the due date. note: other checks mailed the same day were all canceled by my bank in a timely matter. long story short, comcast waved the late fee so we're friends again. bottom line, i'm paying my bill at my local comcast store so no more problems. 

hört

yardley, pa

Yeah but you shouldn't have to get in your car or subway in order for your payment to be cashed on time. I'm homebound & can't do that.

They're already nickel& dimming us to death for every feasible extra fee they want, $10 for HD, really, $9.95 for each TV box, used to get one free, but now get charged for all, then a fee for loval channels, sports access, use access, tax,&***&**&***! Our of financial necessity we're looking for alternatives, but 

Comcast/Xfinity like Google have 85% of cable services, no competition, there's AT&T which has Ethernet, or satellite or get sick with constant wifi emissions!

Competition would lower $$

& better treatment by Comcast,who knows they've got the corner of cable TV&

internet!& Then outsource jobs while they back big gov't & have turned over private conversations to the feds looking 4 American terrorists,AKA, parents who are mad at the school boards for teaching hate, CRT.

BD 

This sounds frustrating @bkoRLM. I can't imagine the headache this has caused you. I have several family members that still pay using a paper check. It is important that it is received and processed in a timely fashion. We are a specialized corporate team that communicates over social media. We can certainly do everything in our power to help you out! 

I will need you to send us a message privately. This is for your protection and security (you don't want just anyone on here with your name/address). 

To send a private message, please click the chat icon next to the bell in the upper right corner. Click the “notepad and pen” button. Send the full message to our shared support handle “Xfinity Support”. We look forward to hearing from you!

Good Morning @gkohley and thank you for reaching out!
We'd be delighted to check on the status of any payment mailed in! Please feel free to send a direct message our way using the steps outlined below that includes your first and last name, and full-service address to get started! Then, we'll be able to check out the details of the bill together to see how we can help!

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

@bkoRLM​ This is getting really hard to take with them on this, it's no excuse, every time I call I get a different story, every time I message them here I get a different story.  Something got to get done with them here and resolve the issue!

Yikes, I'm so sorry to hear about the issues with the checks @bkoRLM! Billing concerns like this are immensely worrying and frustrating, we get that!

We can definitely take a look at the account and work on getting to the bottom of this trouble for you! To do so, please send us a direct message, using the following instructions:

(Full credit to @BruceW for this excellent explanation and @Again for the picture!) 

"Search for Xfinity Support" won't work. To send a "Direct Messaging" 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

See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.

Are all the mystery employees trained to give this same kind of reply? - and then nothing happens. I have had about eight or nine of these mystery people try to smooth my ruffled feathers with this nonsense and nothing has been done. What needs to be done is start cashing customers' checks! Several others complain about the same problem. Sure is funny that my check got * prompt * attention when I had tracking and a return USPS receipt attached to it.  The other issue is the refund of an unjustly-applied late fee. It took until about the 6th or 7th mystery employee to inform me that late fees ARE NEVER refunded under any circumstance, even if Comcast is at fault. I'll solve my problem by switching to their competitor, which actually takes checks and even has a local office that takes checks. I won't have to use the mails if I don't want to.

@bkoRLM​ 

Are all the mystery employees trained to give this same kind of reply? - and then nothing happens. I have had about eight or nine of these mystery people try to smooth my ruffled feathers with this nonsense and nothing has been done. What needs to be done is start cashing customers' checks! Several others complain about the same problem. Sure is funny that my check got * prompt * attention when I had tracking and a return USPS receipt attached to it.  The other issue is the refund of an unjustly-applied late fee. It took until about the 6th or 7th mystery employee to inform me that late fees ARE NEVER refunded under any circumstance, even if Comcast is at fault. I'll solve my problem by switching to their competitor, which actually takes checks and even has a local office that takes checks. I won't have to use the mails if I don't want to.

Isn't there a local Comcast office that takes checks?

Also, I think I mentioned that some grocery stores will accept Comcast payments with checks.  Did you check that out?

But, for my part, I am really sorry you're still going through this.  I, too, don't understand what takes them so long to process your checks.  I mean, if you have the coupon enclosed, and you write the account number on your check, both of which you said you do, there shouldn't BE a problem, and you've proven that with tracking and a return receipt.  So, it's not the "mystery employees", it's what is happening to your check from the time you mail it to the time it's received and then processed.  [FWIW, the "mystery employees" here are Corporate Employees.]

If you haven't done so at this point, I suggest contacting Tom Karinshak's office, and even if you have, you should again to explain why you are on the verge of leaving Comcast.

Oh, and those late fees CAN be reversed; this isn't something you're doing.

The last sentence - "late fees CAN be reversed; this isn't something you're doing."  Reversed in what way and by whom? How do I 'reverse' my own late fees?  (I have received conflicting information regarding the levying of late fees and have been told that nothing can or will be done to 'right a wrong' when such fees have been unjustly levied).   The link to Mr. Karinshak's office - I wish I had that in August '22 when I first started complaining about my checks not being cashed. Apparently several others have been making the same complaint, but there doesn't seem to be any concern on the part of the company to make sure the checks are getting cashed and the proper billing is being done.  Doesn't anyone read these complaints and solve the problem? It's a company problem, not that of individual customers. 

To answer your other questions — no grocery store I deal with has the Comcast payment option. The "Comcast store" was in the city many years ago and they shut it down. The nearest store is 30+ miles away and they don't take checks normally anyway.  You use a vending machine that takes your check long enough to electronically pull the money out of your bank account. These alternatives are not the point. The problem is centered in Comcast's billing department. I get a bill, I pay it by check through return mail.  I have fulfilled my end of the relationship. The provider of the service has not.  (And I still want that $10 late fee refunded to me)

I have exercised the only means of satisfaction I have.  I will be switching to the competitor and installation is to take place tomorrow.