Audrey_Bennett's profile

Frequent Visitor

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10 Messages

Sat, Sep 5, 2020 11:00 AM

Create account to pay mom's bill

I am taking over paying my mom's bills. I thought I had set up Xfinity to be paid automatically, but she has received a bill. I'd like to create an account so that I can monitor what is going on. When I enter her SSN, birthdate, and phone number, I get an error message. Thoughts?

Responses

CCAndrew

Diamond Problem Solver

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25.9K Messages

10 m ago

Did you try logging in with your mom’s username and password

Frequent Visitor

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10 Messages

10 m ago

If she had one, that would have been a good plan. I wanted to create one. It's not possible, and the sales associate I eventually spoke with could only suggest making a payment. Unfortunately, the only method he could accept was her debit card number. I can get that and pay.

Again

Expert

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25.8K Messages

10 m ago

If she got a bill she has an account and an account number.  You cannot set up an account to pay her bill, you have to use her already established account.

 

Also, unless she has previously authorized you to handle her account, a CSR cannot discuss details about it, so you would have to get her to authorize you to deal with her account when talking with anyone.

Official Employee

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839 Messages

10 m ago

There's a few ways to go about this:

 

  1. If she's enrolled in automatic payments, she has an Xfinity ID already. Go to www.xfinity.com/id and check to see if you can find your mother's account (this is the check the ID flow, not the create ID flow).
  2. If you find her credentials, you can use her credentials to invite yourself as a Manager to create your own Xfinity ID here: https://customer.xfinity.com/users/add-user or if you already have Comcast services on your own account, you'll be linked so you can easily switch between her account and your account. That way you'll have your own sign-in credentials where you can pay her account.
  3. If you still can't get in, you can always set up a calendar alert or reminder for yourself when her bill cycle comes around and pay without signing in here: https://customer.xfinity.com/lite 

 

Frequent Visitor

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10 Messages

10 m ago

Yes--she has an account with Xfinity and I am authorized to talk with Xfinity about her account.  I meant that I'd like to be able to view it online so that I can make payments. She never quite merged onto the information highway.

Frequent Visitor

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10 Messages

10 m ago

Jonathan, thanks for your reply. When I attempt any of these, and enter her address, I get an error message that says "We don't recognize that address." I am not logged into my own account.

Official Employee

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839 Messages

10 m ago

@Audrey_Bennett  can you type in her account number? When you're typing in her address, use the type-ahead dropdown to select the address, at times it may be slightly different (e.g. "unit" vs "apt"). 

 

PM me and we can take a look at the address to confirm it's being typed correctly.

Frequent Visitor

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10 Messages

8 m ago

This is so frustrating.

After not getting the help I needed here, I went to the store and paid her bill with my own debit card. The rep who helped me assured me he was setting up autopay.

He lied.

My mom got another bill. I was able to pay it with the xfinity lite option.

How do I set this up as autopay??

It should be much easier for me to add this account to my own online account.

Official Employee

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2.8K Messages

8 m ago

Hello, Audrey_Bennett!

 

Each Comcast username can only be tied to a single account. You will not be able to tie her account to your personal username if you are trying to be able to access both your and her account from your single username.

 

Your mother will either need to use her username to access the account and set up auto-pay, or she can create a new, additional username on her account which she can give management permissions, for you to use. 

 

If she needs help setting up a new username for you or setting up auto-pay with her own username, she can either reach out to us here or call in to our phone representatives. 

Frequent Visitor

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10 Messages

7 m ago

Thanks for your reply.

 

You wrote: Each Comcast username can only be tied to a single account. You will not be able to tie her account to your personal username if you are trying to be able to access both your and her account from your single username.

 

My reply: OK, I can create *another* email address to create an online account for my mom.

 

You wrote: Your mother will either need to use her username to access the account and set up auto-pay, or she can create a new, additional username on her account which she can give management permissions, for you to use. 

 

My reply: There is not, and never has been, and never will be, a computer in my mother's home. Nor a cell phone. She has not merged and will not be merging with the information highway. She will not be accessing or setting up or creating. I will.

 

You wrote: If she needs help setting up a new username for you or setting up auto-pay with her own username, she can either reach out to us here or call in to our phone representatives. 

 

My reply: My mother cannot make phone calls. If I call, the reps will not speak to me because I am not her, even though I have Power of Attorney. Due to the virus shutdown, I am unable to visit her home to call with her.

 

I cannot be the first person to take over the finances of an elderly parent.

 

I don't understand why she continues to receive bills when I've gone into the Xfinity store and had someone set up autopay.

 

I don't understand why I can't just do this.

Official Employee

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2.8K Messages

7 m ago

@Audrey_Bennett
Thanks for providing a bit more information about the situation. If you do have a court-ordered power of attorney, then we can submit a request to have ownership of the account changed to be in your name. At that point, you would have full access to managing the account. Please feel free to send me a PM with your first and last name, your mother's first and last name, and her service address so I can help you through this process.

 

 To send a private message, click my name "ComcastTambrey", then click "send a message".

Frequent Visitor

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10 Messages

6 m ago

Comcast Tambrey, I tried clicking on your name multiple times. There was no "send a message" to click on in my first several attempts. Finally today it was there, so I've contacted you that way. Hoping you can help.

 

ComcastChe

Official Employee

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6.1K Messages

6 m ago

Hi @Audrey_Bennett! We appreciate your patience. I was able to locate and reply to your private message on behalf of @ComcastTambrey, and look forward to chatting with you so we can get this taken care of. Chat with you soon! 🙂   

Official Employee

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2.5K Messages

6 m ago

Thank you for letting us know! Please let us know if you are in need of further support from us. 

Frequent Visitor

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10 Messages

6 m ago

I should have come back here to post--Comcast Jonathan has been helping me and we're close to a complete solution.

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