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vinnycthatwhoibe
1st Topic

3 Messages

Thursday, January 11th, 2024 4:13 AM

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Unable to update my autopay information

I recently had to close my checking account because the account number was stolen and was being used for fraudulent ACH withdrawals. I've since opened a new checking account and want to update my autopay information, however the Xfinity page to do this continually bombs out with errors like "Looks like something went wrong, please reload the page and try again" or "access denied on this server" until I'm eventually greeted with

You've exceeded the number of attempts to add a new payment instrument. We are unable to process your request at this time.

I've attempted this process in four different browsers on two different computers (on separate networks), and on my phone (both wi-fi and LTE). It would seem xfinity simply does not want me to pay my bill. I've reached out to the chat and all they do is send me to the page that has the "update payment information" link that doesn't work.

Question

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Updated 

11 months ago

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XfinityAlyssaA

Official Employee

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1.7K Messages

11 months ago

Good evening @vinnycthatwhoibe, and thank you for reaching out on our Community Forums with your issues updating your autopay information. Have you tried making a payment using our IVR system in the meantime? You can make a payment through our IVR system by contacting 1-800-XFINITY and selecting option #2 for billing and payments. 

 

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vinnycthatwhoibe

3 Messages

I can try the phone method, but just FYI trying to "make a payment early" results in this screenshot

11 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Thank you so much for sharing that screenshot @vinnycthatwhoibe, we really appreciate it. May I ask if you have tried clearing cache and cookies? Or, have you tried updating your payment method using the XFINITY app instead of the website? 

 

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

11 months ago

0

vinnycthatwhoibe

3 Messages

@XfinityAlyssaA​ Yes I've tried the app and it results in the exact same problems. As far as clearing the cache, I just went through that exercise in edge and took screenshots at every step of the way. The problem persists.

11 months ago

0

XfinityAlyssaA

Official Employee

 • 

1.7K Messages

Thank you for trying that and letting us know @vinnycthatwhoibe, we really appreciate it. We'd be happy to troubleshoot your website issues further. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account including any applicable unit or apartment numbers? To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

We look forward to working with you. 

 

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

11 months ago

0

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