Visitor
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1 Message
Multiple Billing and Account issued
Hello Xfinity Management,
I am requesting that this matter be escalated to a manager because I have experienced multiple billing and account issues that have now resulted in my being unable to make payments online.
The original issue began when my account was charged three times within a three-day period. These repeated withdrawals caused my bank account to become overdrawn. I contacted Xfinity seeking assistance with canceling or reversing the payments, but I was unable to get the issue resolved through customer service.
Because the withdrawals were affecting my bank account and Xfinity would not reverse them, I had to work directly with my financial institution to dispute/reverse the transactions and protect my account. The financial portion of that matter has since been settled.
However, I am now experiencing another problem: my Xfinity account will not allow me to make payments online.
I am attempting to PAY my bill, yet the system is preventing me from doing so. I should not have to repeatedly call customer service or struggle to make a legitimate payment because of an issue that began with multiple withdrawals from my account.
I am requesting that a manager please review my account and provide the following:
- An explanation of why my online payment ability has been restricted.
- Removal of any payment restriction that was placed on my account as a result of the previous disputes.
- Confirmation that I can make payments online normally going forward.
- Confirmation that I will not be penalized with late fees or service interruption while Xfinity resolves an issue preventing me from making payment.
- A review of the original incident involving three withdrawals within three days and the difficulties I experienced trying to resolve it through customer service.
I would prefer that this matter be handled by a manager or someone with the authority to correct the account rather than being routed through another series of general customer-service calls.
Please contact me as soon as possible with a resolution and written confirmation of any changes made to my account.
Thank you,
[Edited: “Personal Information”]
XfinityNatalie
Official Employee
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1.1K Messages
7 hours ago
Greetings, user_jfnbyt! Thanks for posting on our XFINITY Community forum with your payment issue. I understand how vital it is to be able to make your payments online with peace of mind. When a payment does return with insufficient funds then after multiple attempts the system will automatically prevent further online payments to prevent fraud and bank fees. You may use our alternative options in the meantime to make a payment by reviewing XFINITY Bill Pay. Our team will be more than happy to help look into this further for you as well. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's 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
Let me know if you have any questions.
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