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user_xk4y2c
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2 Messages

Thursday, August 20th, 2026 8:37 PM

Unable to change account for automatic payments

A month ago I updated my email and phone number on the account.  A verification email was sent to my email and I entered the code.  Since that time I've been trying to change the checking account for my automatic payment and I get an error message that says my account needs to be verified.  I have call the customer service number 3 or 4 times and I get put on hold forever or disconnected.  This is so frustrating.  Obviously there is a glitch in the system and I need a person to reset but can't get one.  However I for sure get the text and email saying that payment is due.

I need help!

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28 minutes ago

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XfinityJeffB

Official Employee

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564 Messages

41 minutes ago

Hello user_xk4y2c, thank you for taking the time to post here in our Xfinity Community forum. We appreciate you, and I will be happy to help. I understand this is frustrating for you. The need to verify likely is linked to your account info change, and may need to be handled in the account settings at xfinity.com. Have you logged in and made sure the proper info is showing in your account? 

 

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user_xk4y2c

Visitor

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2 Messages

Yes the proper email and phone number are showing on my account.

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38 minutes ago

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XfinityJeffB

Official Employee

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564 Messages

Thank you for verifying that. Now, I will need to get some info best kept private. 

Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.


Here's the detailed steps to direct message us: 
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (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.
How to: Direct messaging within the forum | Xfinity Community Forum

 

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28 minutes ago

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