Payment

Hi,

I closed my Xfinity account approximately two months ago and have a remaining Xfinity Mobile device balance of about $723 that I am attempting to pay. I have visited an Xfinity store, spent hours with phone support, spent hours on chat support, and attempted to access my former account online, but I have been unable to find anyone who can help me process payment on the closed account. I am not disputing the balance and would like to pay it immediately. Can someone direct me to the appropriate team that handles closed-account mobile device payoffs?

I am concerned that despite my repeated efforts to pay this balance, the account could be sent to collections through no fault of my own.

Jackie [Edited: "Personal Information"]

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SomaliRose

Visitor

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5 Messages

2 days ago

What happens when you attempt to login at Xfinity.com/mobile? If you can access it, click on billing and trying making a payment. If all else fails, call 888-936-4968, the agent can either take the payment WITHOUT you having to verbally provide payment information or they can reach out to XM chat support to unlock your mobile profile

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user_uq07em

Visitor

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8 Messages

I have attempted to log in to update my payment information and it gives me an error message. I’ve called that number and I’ve done the chat avenue. They just keep transferring me to someone else

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2 days ago

0

XfinityMatthew

Official Employee

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1.9K Messages

5 hours ago

Hello @user_uq07em Thank you for reaching us to us. The link below is an option to pay the balance on a disconnected mobile account. Let us know if this works at all.

https://www.xfinity.com/mobile/my-account/quickpay/start

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user_uq07em

Visitor

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8 Messages

No, this did not work. It said “We can’t find an account associated with that number”

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4 hours ago

0

XfinityJustinM

Official Employee

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815 Messages

We can take a closer look to provide you with the next best steps, but in advance I will tell you that our team does not have the ability to take payments. Did the folks at the store mention anything as to why the payment issue was occurring, @user_uq07em ?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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4 hours ago

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user_uq07em

Visitor

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8 Messages

I appreciate that information… I’m reaching out to this forum as another avenue of getting where I need to be to get this done and completed. I have spent sooo many hours of my personal time trying to resolve this and showing good will to pay off the iPhone I got through Xfinity before I cancelled all of my services. I just cannot believe this has not happened before??

When I went to the store they couldn’t find my account and gave me the Xfinity customer service number. I have done that at least 3-4 times… always getting transferred to another department and no one can help me. Waiting on hold for an hour & then Xfinity disconnecting me on the phone & chat. I will Not be attempting to get this resolved by Xfinity customer service phone or chat… it’s worthless.
I know you are not allowed to take any payments but if I can get to the correct place within the Xfinity world to pay this phone off. It should Not take this much effort on my part to get something paid off at Xfinity… even if my accounts have been cancelled. I’m worried about getting sent to collections … which is unacceptable after the good will effort to pay this off.
one last point … I do not have the funds in the account that Xfinity keeps trying to charge and getting declined. I need to use a different avenue of payment.
Thank you!

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2 hours ago

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user_uq07em

Visitor

•

8 Messages

@XfinityJustinM

I appreciate that information… I’m reaching out to this forum as another avenue of getting where I need to be to get this done and completed. I have spent sooo many hours of my personal time trying to resolve this and showing good will to pay off the iPhone I got through Xfinity before I cancelled all of my services. I just cannot believe this has not happened before??

When I went to the store they couldn’t find my account and gave me the Xfinity customer service number. I have done that at least 3-4 times… always getting transferred to another department and no one can help me. Waiting on hold for an hour & then Xfinity disconnecting me on the phone & chat. I will Not be attempting to get this resolved by Xfinity customer service phone or chat… it’s worthless.
I know you are not allowed to take any payments but if I can get to the correct place within the Xfinity world to pay this phone off. It should Not take this much effort on my part to get something paid off at Xfinity… even if my accounts have been cancelled. I’m worried about getting sent to collections … which is unacceptable after the good will effort to pay this off.
one last point … I do not have the funds in the account that Xfinity keeps trying to charge and getting declined. I need to use a different avenue of payment.
Thank you!

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2 hours ago

0

XfinityQue

Official Employee

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690 Messages

user_uq07em, I completely understand your frustrations and that you are doing what is required to have a clean slate. Having Xfinity Mobile is a benefit to customers who do have the residential Services. When residential services are disconnected it does make it very difficult to locate the mobile account because those are essentially hidden but also associated with the residential services (core account). I am not sure what number that you have reached out to but I want to provide this one to you. 1-888-936-4968. I have faith that the number I provided would help.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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2 hours ago

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user_uq07em

Visitor

•

8 Messages

1 hour ago

I have just spent the last 30 minutes go thru the AI system connected to the phone number you gave The AI could not take my payment because it shows a zero balance on my Xfinity mobile account. Then I was transferred to internet services and then he transferred me to a live agent for mobile services. Same thing happened, the system wouldn’t take my payment because my Xfinity mobile account is closed. She told me to go into an Xfinity store to pay it off. I’ve already done that and was given the same phone number you gave me to resolve this. The Xfinity stores cannot take my payment either because my Xfinity mobile account is closed. The same thing happened on chat. A repeated pattern. Then the mobile representative just told me to wait until it goes to collections and resolve it then :/! No thank you… that is what I am trying to avoid. Then the representative transferred me back to the AI system again. This is really ridiculous and actually unbelievable :(.
What next??

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user_uq07em

Payment

SomaliRose

user_uq07em

XfinityMatthew

user_uq07em

XfinityJustinM

user_uq07em

user_uq07em

XfinityQue

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