Payment Method Via Bank Don’t Work

I signed up for automatic payments using my bank account in December of 2025. I already had auto-payments setup with my credit card, but I was told I would get a $10 monthly discount if I switched to a banking method. I received a text message from Xfinity on January 17, 2026, stating that my automatic payment had processed. When I checked my banking account on February 3, 2026, I didn’t see any transactions from Xfinity/Comcast.

Xfinity claimed that they billed my bank in January and the payment was returned. I spoke with an Xfinity representative on February 3rd, and they accused me of not having the money in my account (which was not true). I ended the call with the Xfinity representative and called my bank. My bank had no record of Xfinity requesting any payments from me. They said if a payment was returned, it would show in my transaction history, and there were no transactions from Xfinity. I spoke with another Xfinity representative that day, and they verified my banking method, and assured me that the payment for January & February would go through on February 17, 2026. They even removed the $13.00 late fee. I received a text message on February 17th saying that my automatic payment has processed, but when I checked later in the month, it said that the payment was returned. I paid my bill via credit card so I wouldn’t get any fees, and I tried to verify if Xfinity had my correct bank account information, but the system would not let me view, edit, or create a new banking method.

I checked my Xfinity account today, and I had two $25 charges for returned payments. I am now being charged $50, and I was only trying to save $10 on my bill by doing what Xfinity wanted me to do. I spoke with an Xfinity representative today March 6, 2026, and they told me my bank had a block on Xfinity. I called my bank again, this time a representative spoke with the department responsible for ACH transfers and automatic payments from accounts. They do not have any blocks or holds on my account for Xfinity/Comcast, and they never had any blocks for Xfinity. They again verified that they have never received any payments from Xfinity, and they have never returned any payments, because they didn’t receive them in the first place. I contacted Xfinity again and the representative tried to verify if I entered the correct banking information, but the Xfinity system would not allow me or the representative to view, edit, or create a new bank account. Which means we don’t know where Xfinity tried to get that money from. When I tried to create a new bank account. I got a message that they were only allowing credit/debit cards for automatic payments on my account. The Xfinity representative tried to do it and they received the same message. I was told by the representative that I needed to change my banking method back to a credit card, which means I will no longer get the $10 monthly discount, and they could only remove one of the $25 returned payment fees. Forcing me to pay an extra $25 because of the Xfinity system. I’ve tried to resolve this many times, and I’m a so-called Diamond member, which means I’ve been a happy customer for a long time until now. How can I get this resolved?