Visitor
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2 Messages
Repayment installment plans?
I have already asked 4 different Agents over the last 48 hrs to help me figure out why I can't find any link or option anywhere on my Account for past due balance repayment installment plan. They told me I should be eligible, but couldn't confirm yes or no...they instructed me to cancel my payment extension due date arrangement because it was conflicting with my options for a repayment installment plan. So I did that... and a confirmation of the payment arrangement due date had been sent say I had canceled that payment date. They told me to wait a day for the cancellation to process and Then I should have an option for the past due balance installment plan setup.... And.... still absolutely Nothing at all! Not even a mention say I do or do not qualify. I am seriously confused as to what is going on?? Any one else having issues with installment plan setup access options?
XfinityDilary
Official Employee
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2.1K Messages
2 years ago
Hello @user_cb7822! Thanks for posting on our Community Forums. And for letting us know about your situation. I am sorry to hear the installment plan option is not working through the App. Have you tried reaching out over the phone? You can set up the installment plan using our automated phone system as well. Here's the phone number for your convenience 1-800-934-6489. Another great option would be by working with a representative in person at an Xfinity store! Let us know if this helps.
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Neomenium28
Visitor
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2 Messages
2 years ago
I will most likely have to ask for in store in person assistance. The automated system did not guide me to a installment plan setup and the agent over the phone said I would likely have to wait till Monday business hours for my payment arrangement cancelation to fully finish posting to my account and that going in person to sort it out would likely be the only way to setup the repayment installment plan since they can't do it over the phone
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XfinityDilary
Official Employee
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2.1K Messages
2 years ago
Thanks for your willingness to visit us at the service center, @Neomenium28! I understand this has been a very frustrating situation. And we certainly appreciate you working with us to get this resolved. Let us know how it goes!
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papaver84
Visitor
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4 Messages
2 years ago
I am having a similar problem! I had a payment arrangement and I made the payment as a manual so it didn't count properly. Ive been on the phone with agents 5 different times and was assured my service wouldn't be interrupted if I made my planned payment on January 1st. Now the system says I'm eligible for a repayment plan, reps on the phone said everything was fine, but now I'm suspended? And the chat agents are "locked out" of being able to do something, but the automated phone system and automated chat function say I'm approved but don't let me set up.
I've been a customer for 4 years. Setting up a repayment plan should not be so difficult. I'm supremely frustrated.
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