NephewJ's profile

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Fri, Sep 11, 2020 11:00 AM

Unable to Pay Overdue Bill

I have an overdue bill, but when I sign into my account it shows that I'm not even subscribed/connected to any service. I believe this has to do with my existing account being linked to my old address. I've had services for several months now, seen the charges in my bank account and I've had no issues with getting the services.


There was a need to update my credit card, which has resulted in my bill not being able to get paid. I've tried to update my payment to a new credit card, but I as I've said before, I can't pay for something that isn't showing up on my account.


At this point I have reached out to xfinity customer support and called them 4 or 5 times about this issue and every single time the following happens:

1. I tell them about the problem.

2. It can't be resolved with the agent so it gets escalated.

3. The escalation is still unable to resolve the issue.

4. They tell me that they will follow up with another call in the future at a specified time.

5. I never get the follow up call.


Please advise as this is becoming really frustrating as I need to spend on average half an hour going through this process on every call so I've already wasted hours trying to get this resolved. I'm sure at some point my services will become jeopardized and will discontinue if I cannot pay my bill. 


It seems unacceptable and crazy and I'm having a hard time trying to get you guys to take my money.



Official Employee


839 Messages

8 m ago

Hi @NephewJ 


Please start with the pinned post on this subforum first and follow up once you’ve attempted those steps and let us know whether you're still having issues accessing your account.



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