Monday, June 10th, 2024 10:27 AM


I have had NOTHING but problems with this service for the past year. 

Shipping phone orders to wrong addresses, canceling plans, not adding proper Affordable connectivity credits, charging me for what was SUPPOSED to be a free phone.

This morning I find out I have been setup on AUTOPAY without having given permission to do so. Putting me in the red in my account and without money until payday in 10 days.

I have ALWAYS made ONE TIME PAYMENTS via the app on my phone. As a broke single parent, I don't have the luxury of being able to set up autopay and forget about it. 

Last week (6/7/24) I made a trip to my local Xfinity store. The purpose of this trip was to pay a past due balance, and upgrade my phone. I was told by an agent over the phone the week prior who assured me that if I went in person, made the payment, that I'd be eligible right then to upgrade my phone. (Spoiler alert: I wasn't able to because of how my account has been handled during setup) 

I told the employee I was there to make a ONE TIME PAYMENT after explaining the conversation from the previous week with the other agent. He took my card and made the payment. (It was only after payment was made did he let me know, I would not be eligible to upgrade because of a laundry list of reasons) Tickets were made as well as promises that someone would reach in 24 hours (Spoiler Alert: It's been 4 days)

I wake up this morning to find an email Thanking me for Payment, and that the Xfinity Employee has set me up for autopay without my permission after I expressed I'd only be making a ONE Time Payment. This seems almost criminal that they can manipulate your account in that manner without having expressed consent to do so. 

This is completely unacceptable and has left me and my kids in a bind all because an employee took it upon themselves to carelessly set me up for a service I did not want. 

Official Employee


1.5K Messages

1 month ago

@user_nwvycy Welcome to our community forum! I live on a tight budget so I know it's important to be aware of any money that's being taken from your account. Your Xfinity Mobile account has Autopay enabled by default. I'd like the opportunity to review your options and see if there's anything I can do to help out.

Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address and I'll be happy to help.

2 Messages

@XfinityEmilyB​ done 

2 Messages

10 days ago

they just did this to me too!

2 Messages

10 days ago

they just did the same thing to me

Official Employee


1K Messages

Hi there, @user_6mhvpq! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'll be more than happy to look further into your autopay concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "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
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