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Curmudgeon101
Expressive Exchange
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21 Messages

Tuesday, November 5th, 2024 5:50 PM

Cannot Change my Payment Source

5 days ago, I began trying to change the credit card on my mobile account.  I signed in with my username and 16 character password, and then verified the sign in by entering the code sent to me by Xfinity.  I've repeated this sequence perhaps 6 or 8 times during the past five days, and each time I go to add a new card, I get the following message:

"You can’t add a new payment method right now

We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven’t already."
If signing in and verifying the sign in with a code is not "verifying my contact information," what is?  Why does Xfinity make it so difficult to do something so simple: update a credit card?  How do I update my card?  PLEASE do not tell me I need to show up at a brick and mortar location and wait in line.  One other thing: why is it no possible to chat with customer service about this problem using that useless AI bot? No matter what you enter, eventually it sends you to the page that delivers the message I quoted above --- and dumps you from the chat.

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7 days ago

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XfinityKassie

Official Employee

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1.3K Messages

14 days ago

 

Curmudgeon101 Hello there! Thank you for reaching out to our Community Forums Team for assistance with updating your payment method for your Xfinity Mobile account. I'm happy to help you get this updated. Are you still experiencing this issue? 

 

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SCB2023

Visitor

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6 Messages

@XfinityKassie​ 

I am having exactly the same issue, and my payment will be charged to an expired card in two days. How can we update payment information ASAP, please?
My account is even telling me to update payment information yet still won't let me and sends me through the same, endless loop Curmudgeon101 is experiencing when clicking the update card button provided.

(edited)

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9 days ago

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XfinityVianney

Official Employee

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1.7K Messages

 

SCB2023, I can see this has been frustrating. I appreciate you letting us know. I understand you need to do this as soon as possible, so your urgency is entirely valid. We aren't able to update your payment information here on Forums, but we can work to find a resolution. Have you had a chance to reach mobile support already? Can you let me know any troubleshooting you've done so far? 

 

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7 days ago

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