Autopay

I’m wondering why Xfinity can break their own policies. I was just charged my bill on a card that wasn’t set up for autopay. The only reason it was there was because of refunds. Now, a few months ago, I got a new card. The system wouldn’t let me change my autopay to it but I figured if it was there, when the first card didn’t work, the other would. Nope! A couple weeks later, my phone got shut off. Why? Xfinity’s policy says they can’t charge a card that’s not set up for payment but you sure broke that policy this time causing countless overdraft fees. This is all after Xfinity gave my info out a store to an unauthorized person plus transferred a phone and live off my account on a phone call that I dropped out of 30 minutes before it ended. Why can Xfinity break their own policy when it’s convenient to them?

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XfinityRichard

Official Employee

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3.9K Messages

1 month ago

Thank you for your reply, @user_lq2cgz . I’m sorry to hear about the issues you’ve experienced with your payment method, the overdraft fees, and the security concerns you've described. I can certainly understand how frustrating that would be. To protect your account information and allow us to fully investigate the payment history, autopay settings, and prior account activity, please send us a DM with your full name and service address. We can review the charges, the payment methods on file, and the concerns regarding unauthorized account changes in more detail. We look forward to assisting you further. ❤️

Here are 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 "Start new conversation" (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
You must use the primary Xfinity ID

user_lq2cgz

Visitor

•

2 Messages

I’ve already done all that and you’ve obviously read it. What more do you want than what I’ve already told you? It feels to me, again, that xfinity is trying to put me off, extending this and dragging their feet to do something about it. I don’t understand why I can’t get someone to address the security breach that has happened. These people were in my account 17 times. An agent in one of Xfinity’s stores gave out my account information. An agent on the phone allowed a number and device to be taken off my account without me on the phone. The phone call happened on September 25 around 2pm. I’ve requested a copy/transcript of it so I can know what happened in the last 30 minutes of the call, as I wasn’t on it and been told I will receive it in an email within 72 hours and never gotten anything. When on the call, I told the agent my phone was going to die and he just bypassed me, like it wasn’t important for me, the account holder to be on the line when the transaction happened. The store agent, idk what’s up there as I can’t walk into an Xfinity store and get any info about my own account without my DL but someone walks in and says ‘my friend has an account I have a phone on’ and they give her all my account information. Somebody needs to address the security breaches plus the billing issue. Please, stop putting me off and pretending this didn’t happen.

26 days ago

XfinityEricB

Official Employee

•

3.8K Messages

We certainly don't want you to feel like we are putting you off, and are happy to assist. We do need the account information in DM to locate the account to help get everything sorted as quickly as possible. When you have time please send us a direct message with the directions listed above, and we will be happy to help!

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24 days ago

Plan

user_lq2cgz

Autopay

XfinityRichard

user_lq2cgz

XfinityEricB

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