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user_cuv904
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Saturday, March 14th, 2026 4:19 PM

Xfinity chat lies

I setup a payment arraignment for the end of March to pay my past due so my services would not be shut off I woke up this morning and my services were shut off. I spoke with 4 different people today and was told oh well nothing we can do after your two employees yesterday told me after looking through my account I was eligible to setup the payment arraignment and that my services would not be shutoff and that was confirmed by yet another representative an hour later from xfinity saying the same thing as long as I had the arraignment setup and paid it by the 31st of March my services would not be shutoff. So now I have to come up with 600 dollars to pay my past due . So I guess xfinity can lie to its customers and get away with it. 

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EG

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116.6K Messages

21 hours ago

The concern is not related to Xfinity Compliments................... Topic moved here to the proper help section, and for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityAmandaB

Official Employee

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3K Messages

11 hours ago

 

user_cuv904 That is not at all the experience we want any customer to have when looking for a little more time to make a payment. The payment arrangement options are all set up through your Xfinity app or the Xfinity assistant. There are a few things you have to keep an eye out for when setting it up. First, in the Xfinity app, when you select the past-due amount and the option to make the payment on a different date, it would update to let you know if your account was eligible, and if so, it would pop up with the date you need to set up a scheduled payment for. If the date or amount is incorrect, it won't count as a payment arrangement to keep your services active. You would also get a confirmation email after setting up an arrangement, successfully confirming the terms. After you spoke with customer service and they let you know you were eligible, did you walk through that process, setting up the scheduled payment in the Xfinity app or with the Xfinity assistant? 

 

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user_cuv904

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yes after I spoke with the gentleman he advised me as long as I made the past due payment on the last day of the month then I would not have my services suspended. I went on the app put the payment arraignment in and it said that I was eligible and I put my card information in so that it would approve that date and it set the payment up. Now that my services have been suspended the app does not show me any of the information. I do have the chat transcript where he states that as long as I setup the arraignment then my services would not be suspended.  Because he also checked in the system and he told me that I was eligible for the payment arraignment before I even did it. I also asked him are you sure that if I setup the payment that my services would not be suspended and his words were yes they would not be suspended. I also have the text that says payment arraignment successfully scheduled.

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10 hours ago

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XfinityMarshante

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975 Messages

Hello @user_cuv904, thank you for providing the details and the steps that you have taken. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, we'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

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user_cuv904

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So I spent two hours talking to them and got nowhere! I scheduled a payment for the 18th of this month that the system approved for the past due balance and was advised that it tried to take the money on the 13th which I never approved. Also why does your system give the option to pick a date that isn’t allowed because when I setup my payment arraignment the first time it said I can either add a payment method now and I can schedule it up until the 19th or I could not add a payment method and it would be due on the 13th I added a payment method and chose the 18th! So pretty much I get nowhere and all I am asking for is the 3 days I thought I had until the 18th to pay my past due balance. I remember when Xfinity used to help their customers instead of blowing smoke when I have it in black and white that I scheduled a payment arraignment for the 18th of March and I showed it to him and was told oh well we can’t do anything until the past due it paid! I pay 300 a month for internet and tv and this is the thanks I get from Xfinity what a joke it’s a shame I can’t get any other internet because I would not ever have Xfinity again they are the worst and when you speak to foreigners are say that you can’t understand that are supposed to help you is even worse because u think something is taken care of and then this happens Escpecially when I was told my services would not be shutoff by him and the next day they are!

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2 hours ago

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