Xfinity unable to accept payment

I’m on autopay. Last month the payment didn’t go through. I thought maybe the card expired. I signed on, tried the pay now button, but instead of letting me enter a different card, it said to go into a store. I called Xfinity and they were unable to get to the payment screen to accept payment, they said to visit a store. I went to a store, and when he pulled up the screen to make a payment - it said… visit a store! No one has been able to accept a payment from me. Customer service has made notes in my account about my attempts, but I worry some glitch in the system may interfere with my service that I need for work.

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XfinityAmandaB

Official Employee

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3.3K Messages

19 days ago

mlcduck, thank you so much for stopping in for help with this error you are running into when trying to make a payment. That would be frustrating when you are just trying to make a payment, and we appreciate you reaching out for help. It sounds like your payment method may have been blocked. You mentioned your automatic payment did not go through. If you check your payment history, do you see that it tried to process the payment?

Have you had issues with failed payments in the past?

In the Xfinity app, tap the account tab, then scroll down to bill details and tap there. On the billing screen, you can scroll down to see your transaction history; the last 3 payments should show, but you can press all transactions to see more.

Let me know if there have been any payments that have had any issues in the last 6 months.

mlcduck

Visitor

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5 Messages

Hi, I didn't see that you had answered. I still have the same problem. There were no issues in with previous payments. The only thing I can think of is I am on autopay and I had some Visa gift cards to use, so I used them to pay a portion of a bill. Right now, I can't get to a point to even try a different card, a bank transfer, or anything. As I said in my post, it just says visit a store, but when I did that and tried to pay they their system (in the store) said "visit a Xfinity store." Meanwhile I get texts and emails saying my account is past due and will be shut off. Every time I call/text/chat I'm told that won't happen, but I really don't trust that to be the case.

3 days ago

XfinityCarolyn

Official Employee

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344 Messages

@mlcduck Hi there, thank you for following up and providing those additional details. I completely understand why you're concerned, especially since you've already visited a store and been unable to make a payment there. I want to take another look at the account and review the current status, including any payment restrictions, the notes from your previous contacts, and the reason you're unable to submit a payment through the available channels.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

mlcduck

Visitor

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5 Messages

@XfinityCarolyn OK, I sent my name and address.

3 days ago

mlcduck

Visitor

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5 Messages

So I spent the last 40 minutes getting the same run around through DM, I think that is the 5th different way I've tried to communicate with Xfinity. I can't change the payment method, it won't let me, it won't let customer service do it when I call, it won't let "in store" employees do it.

3 days ago

mlcduck

Visitor

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5 Messages

7 hours ago

Just got my latest bill. It includes a late fee, despite being promised by multiple customer support agents they would not do that, since they are having trouble accepting my payment.

Billing

mlcduck

Xfinity unable to accept payment

XfinityAmandaB

mlcduck

XfinityCarolyn

mlcduck

mlcduck

mlcduck

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