Visitor
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1 Message
Email stating my payment method needs to be update
I am trying to understand why I received an email stating that my payment method needs to be updated. The credit card I have on file is not about to expire, has plenty of available credit, and has never been declined. Yet, xfinity sent me an email saying that my service might be interrupted if I do not update my payment method.
I tried calling (several times) requesting customer service and the AI assistant kept me in an endless loop of only offering certain selections, none of which addresses my reason for calling. It eventually disconnected me!
Given that I work from home, it is critical that my service is not interrupted. I do not know what else to do about this. Again, I cannot get through to a customer service agent.
If anyone can help, it would be appreciated.
[Edited: "Personal Information"]
XfinitySara
Official Employee
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1.7K Messages
5 months ago
Hello, @user_390b0e! Thank you for coming to our Xfinity Community Forum, and for posting your concerns about this email regarding your payment method(s) on file. While we do send legitimate communications regarding your account from time to time, we also recommend watching out for phishing emails. Please look over "What is Phishing?" for more information, and let me know if you notice any signs that this communication is not legitimate. You can always report spam and phishing emails to our Customer Security Assurance (CSA) team, here. But if you still feel like this may be a real communication from us, we can have you send us a direct message for our team to take a closer look, no problem :) Also, I've edited your post since it contained personally identifiable information (your name and email). Please take care not to include those types of details in public posts. If we invite you to DM us, we'll then have you provide more account info.
(edited)
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user_6hhbr4
1 Message
4 months ago
Don't worry: I received the same email today and all of my info on the xfinity site is current. Months ago when I first received this email and spent hours on the phone trying to reach xfinity and finally did, I was told it was some scammer and they were working on it, not to worry. Good luck.
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