Skip to main content

    Support

    Offers

U
user_jw89
1st Topic
1st Like

4 Messages

Friday, September 20th, 2024 8:14 AM

Closed

Returned Payment

The payment I submitted via my checking account was returned due to nsf. I failed to transfer the money before the bank cut off time. 

The funds are available now, so when Xfinity is notified of returned payment will they retry or do I need to initiate payment again? 

I do not want to double pay. 

[Edited: All Caps in Title]

Question

 • 

Updated 

5 months ago

 • Edited

1.5K

3

0

Official Solution

CC_Tony

Retired Employee

 • 

1.4K Messages

5 months ago

@user_jw89 Due to policy standardization, I wanted to circle back on this and provide a correct answer.

With returned payments due to Non-Sufficient Funds, we will re-present the payment 5 days after the initial return. This is true for One-Time, Scheduled, and Automatic Payments. This does not apply to any other payment return reason. If a double-payment happens, we can submit a refund request on that second payment. 

0

0

XfinityWilliam

Official Employee

 • 

1.2K Messages

7 months ago

Hello user_jw89. This is a good question. If a customer’s credit card automatic payment fails, we keep them enrolled in automatic payments for one month after the payment failure. We will remove them from automatic payments if we cannot process their automatic payment the next month.

We will email the customer about their payment failure so they can resolve the issue and maintain the benefits of automatic payments.

 

2

0

user_jw89

4 Messages

This was not an automatic payment, pls re read the question. Thank you. 

7 months ago

0

XfinityJoe

Official Employee

 • 

743 Messages

Apologies for any confusion. If you are enrolled in automatic payments and payment fails due to insufficient funds, we will make up to 3 attempts, once every 24 hours.

 

If you are not enrolled in automatic payments, you will need to manually resubmit the payment. 


[Edited: Incorrect Information]

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

0

Again

Expert

 • 

31.4K Messages

7 months ago

@user_jw89 

The payment I submitted via my checking account was returned due to nsf. I failed to transfer the money before the bank cut off time. 

The funds are available now, so when Xfinity is notified of returned payment will they retry or do I need to initiate payment again? 

I do not want to double pay. 

Did you send in a physical check? 

@XfinityJoe  @XfinityWilliam 

6

0

user_jw89

4 Messages

@Again​ 

no I submitted the payment via Xfinity website 

7 months ago

XfinityAntoine

Official Employee

 • 

1.4K Messages

You can make the payment again, as another attempt won't happen since you don't have autopay. However, you will get the return check fee. 

[Edited: Incorrect Info]

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

0

user_jw89

4 Messages

@XfinityAntoine​ 

This information was incorrect!
Xfinity did indeed retry the payment to my checking account, even with me satisfying the balance previously. And again the payment was not autopay. 

now I’ve overpaid my account & have to go through the hassle of getting a refund. Which I tried to avoid by rectifying the issue immediately and with the information given in this thread. 

7 months ago

XfinityOrlandoM

Official Employee

 • 

2K Messages

@user_jw89

 

Do apologize for any inconvenience or miscommunication.

 

If you're on autopay the auto payment will try again to deduct the amount before it disconnects the auto pay function,  so if you manually made a payment before the auto pay went through it doesn't stop the auto pay process as it will still bill what was set up for autopay, that manual payment you made will go towards your next bill.

 

I'll be happy to look into the details of your account so you can have the proper expectation set,  go ahead and send me a direct message

 

To send a direct message:

Click "Sign In" if necessary.

Click the "Direct Message" icon in the upper right - it looks like a chat bubble

Click the "New message" (pencil and paper) icon just to the right of Conversations

Type "Xfinity Support" in the "To:" line - do not use the Employee's name!

Type your message in the text area near the bottom of the window

Press Enter to send it

To expedite your request, we ask that you please include your name, the account holder name (if different), and the service addres

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

0

user_b5o77c

1 Message

@Again​  they will retry it 3/4 days later. Its sad a actual employee dont knoe the correct answer. I know for a fact they will retry it

5 months ago

0

forum icon

New to the Community?

Start Here