Payment Issues/Misinformation

Went through Xfinity app to set up a payment arrangement. Was able to extend payment date and set up a payment method online. Afterwards, started receiving notifications that my payment is still due sooner than what the app allowed. Contacted customer service 3x and they were of no help at all. Kept reading what they saw on screen and advising no option to override what they see although I explained to them I was able to schedule an arrangement through the app for later date.

Xfinity has the worst customer service I have experienced to be such a large corporation. All the agents do is read from script and do not deviate to assist customers even when there is an error on their end. The options provided in xfinity app do not align with the info the agent's provide.

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XfinityOrlandoM

Official Employee

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2.8K Messages

2 hours ago

@user_2mfyib

Thanks for reaching out to us, we do apologize for any inconvenience.

A payment arrangement and a scheduled payment are two different things. So it almost sounds like you set up a scheduled payment arrangement which would be why you're still getting those notifications about your payment not received.

We'll have to take a deeper look at your account to see what has transpired so go ahead and send me a direct message including your first and last name and complete service address

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

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user_2mfyib

Visitor

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6 Messages

@XfinityOrlandoM what i did through the app stated i had the option to push back my payment date to Jan 7th. I selected that option, and chose a payment method. By doing this, I thought that my new extended payment date would be Jan 7 as advised through the app.

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2 hours ago

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XfinityOrlandoM

Official Employee

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2.8K Messages

@user_2mfyib

Will have to look at your account because depending on what your account was eligible for or when your last payment arrangement was made, you may have selected the scheduled payment after your original payment arrangement was due.

So go ahead and send me a direct message so I can pull up your account and we can take a deeper look

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2 hours ago

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user_2mfyib

Visitor

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6 Messages

I have provided screenshot of info provided on the app. It gave an initial extension dat of Jan 4th, however, I need a little more additional time so I went back in and it have a final extension date of Jan 7 which I selected. With taking those steps, i would was under the impression that I had obtained a new extended payment date of Jan 7th per the xfinity app.

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1 hour ago

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user_2mfyib

Visitor

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6 Messages

App states "if you choose a payment method now you can select a date as far out as Jan 7"which is what I did. Being provided different information afterwards is misleading/ falsified information on Xfinitys part.

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1 hour ago

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user_2mfyib

Visitor

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6 Messages

"Select a due date"- and this was under the flexible payment arrangements option

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1 hour ago

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Customer Service

user_2mfyib

Payment Issues/Misinformation

XfinityOrlandoM

user_2mfyib

XfinityOrlandoM

user_2mfyib

user_2mfyib

user_2mfyib

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