supposed returned payment and resultING late fee

I paid my bill jan 5th and my bank fully processed it by Jan 7th. On jan 7th however after an outage, my service was disconnected and I had to pay my bill again just to be able to connect to an agent. Supposedly my payment was bounced. After chatting with the agents for a few hours or so, I thought it resolved. But my new bill now has a late fee, a reconnection fee, and a check return fee. My bank statements show I never got the supposed bounced payment back. So why do I have to essentially pay a bill three times when I paid it on time?

Responses

XfinitySara

Official Employee

•

1.6K Messages

3 months ago

Hey there, @user_8wt9u0! Thank you for coming to the Xfinity Community Forum with your billing concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what we can do to help! Our team is awesome to work with because we have many ways to review and resolve issues quickly, and it would be my pleasure to take a closer look at this for you today. May I just have you send our team a direct message to continue, please?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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Billing

user_8wt9u0

supposed returned payment and resultING late fee

XfinitySara

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