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user_gm9z9n
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Wednesday, January 21st, 2026 5:06 PM

Remove Payment Method

I'm trying to remove the card that is linked to my account but I keep getting a "restricted" message.  I've already been billed for a month of service after I cancelled my account and want to make sure it doesn't happen again.  FYI, I called customer service about the billing issue on 1/15 and was assured I'd receive an email within 24 hours with a refund amount and have yet to receive said email.  

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XfinityPeterH

Official Employee

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2.5K Messages

6 hours ago

 

user_gm9z9n Our team is not able to modify payment options as that is a self service option. When you log on to your account you need to make sure you are using a profile Manager or Primary otherwise you will be restricted. 

 

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user_gm9z9n

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Where do I see that information?  I'm the only one with access to my account so I should already be the "manager" or "primary"

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5 hours ago

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XfinityPeterH

Official Employee

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2.5K Messages

 

user_gm9z9n We can take a look and see if you have more than one profile. Please feel free to send us a DM and make sure to include your full name, you address and the Xfinity Username you are using. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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