URGENT: Payment Arrangement Issue – Conflicting Information & Upcoming Service Disconnection

I am an Xfinity customer of 8 years and I am requesting an urgent review and escalation of my account due to conflicting information and poor customer service regarding my payment arrangement.

I currently have a payment arrangement due on 8/16/2026, with my services scheduled for disconnection on 8/17/2026. I do not receive my paycheck until 8/18/2026, so I contacted Xfinity in advance to request additional time to make my payment.

During an Xfinity chat, a representative told me that my payment arrangement had been extended to 9/1/2026 and that I would see the change in my Xfinity app and receive confirmation. The extension was never reflected in my account and I did not receive the promised confirmation.

I then called Xfinity and requested additional time. One representative initially told me no, but after I requested a supervisor, she said she could extend the arrangement to 8/19/2026. Before the issue was resolved, the representative disconnected the call.

I called back and another representative told me I was eligible for a 6-month bill discount combined with a 12-month installment plan that would divide my past-due balance into 12 monthly payments added to my regular bill. I was told that Collections would need to apply the arrangement, but instead of transferring me, the representative gave me a phone number to call.

I called the number provided and the representative told me he would apply the arrangement, but the call was disconnected. When I called again, I was told that I would have to allow my services to be disconnected before I could receive the installment plan.

I have now received multiple conflicting answers from Xfinity representatives, have been disconnected during attempts to resolve the issue, and was promised an extension that was apparently never applied.

I am NOT refusing to pay my balance. I am asking for a reasonable extension because my paycheck arrives on 8/18/2026, and I have been proactively trying to resolve this before my services are disconnected.

I am requesting that Xfinity review my chat history and call records, verify the payment options I was told I qualify for, and escalate this matter to a supervisor/Executive Customer Relations. I am also requesting that my services not be disconnected while this issue is being reviewed and that Xfinity provide written confirmation of the payment arrangement or extension available to me.

Please treat this as a formal customer-service complaint and urgent escalation.