When I try to pay my bill on the 25 of April, he website was unavailable

user_ek6944 Hi there! Thank you for sharing the experience you had when you called in and spoke with one of our agents regarding the late payment fee that was applied to your account. I'm sorry that there were unable to help and that you were denied a supervisor. I've come across payment trouble myself, and it's a bummer when there's a fee assessed for an issue outside your control. I have been lucky enough to update a few of my accounts to autopay and fortunately with Xfinity when making a payment by autopay with your bank account you receive a $10.00 monthly discount. It's an awesome option to take a monthly task off your plate, but a bonus with the added savings. Hopefully an option you can take advantage of in the future. 

For the time being I would love to investigate the charge and see what options we have to waive the fee. 

Can you please send us a direct message with your name and service address? 

Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon (upper right corner of this page)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
Type your message in the text area near the bottom of the window
Press Enter to send your message