Visitor
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1 Message
Request to Waive Late Fee
Dear Xfinity Customer Support,
I am writing to formally request the removal of a late fee recently applied to my account. This late charge was the result of a technical error on the Xfinity billing platform rather than a lack of payment intent.
While I have autopay enabled, the system attempted to withdraw funds from an outdated bank account instead of my current primary account. Upon realizing the error on my due date, I immediately logged in to settle the balance manually. However, the portal displayed a $0.00 balance, which prevented me from making a payment at that time.
Because the system would not allow me to pay a balance it insisted was zero, I was unable to complete the transaction until the system updated, which unfortunately pushed the payment past the deadline.
As a loyal customer who prioritizes timely payments, I would appreciate it if you could waive this fee as a one-time courtesy given the circumstances.
XfinityMarshante
Official Employee
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955 Messages
9 hours ago
Hello @itsmefrisco, thank you for taking the time to leave a post. Sorry you had to deal with this. I know how stressful and frustrating it can be when you’re doing everything right on your end and a system error still causes a late fee. That’s definitely not the experience we want for you. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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