returned ach fee

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

@user_b7204e 

I have a parent that was trying to pay my xfinity internet bill for me. Every attempt they tried with their checking account or credit card was declined. They received confirmations through the web portal on the payment attempts, only to find out later that the payments actually never went through. Now i owe a $60 returned ach fee from xfinity making my bill $110 for one router internet in a tiny apartment. Are you kidding me? What is wrong with your online system for bill pay? Does the name of the person paying have to match the account holder name? (that's a possibility). My mom finally had to walk into a local Xfinity store and hand a live person her debit card so they could make last month's payment, that seemed to work, but now you are charging me an extra fee. This sounds very fishy, i must say. How easy for Comcast to skim a few extra dollars from their customers by not allowing a payment to go through, then it declines, and they can charge an extra $60.  This isn't going to work for me if this persists. I had no problems prior to my move. This all happened after i moved to a new location. I may have to contact Century Link if Xfinity can't find a way to take a payment online. Both my mom's banks were contacted and they confirmed that nothing had gone through and nothing on their end was declined, so [Edited: "Language"]????!!!!!    I'll be attempting to use my own credit card going forward for payment which was the plan all along, but my parent was helping me after a move.

There are a couple of possibilities here.  When you moved, you got a new account number.  If you transferred your service and then tried to log in to your old account which was closed, you probably were having the errors that you did.

When making a payment you need to make sure you're logging in to the right account.  An account number is "tied" to the residence as well as to the customer.  Unless stated otherwise at the time of move, you get a new account number at the new residence.

Hello @user_b7204e, I hope your recent move went as smooth as possible, and you were able to stay cool. There's always some excitement when moving, but also a lot of account navigation. I have your back on the Xfinity side and would love to review your account with you to see if we can turn things around. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?