Visitor
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1 Message
Credit card info on File Disappeared
Have been auto paying my mobile account for a few months with credit card on file. Suddenly this month the card is no longer on file. What happened? Card is still valid, I did not remove it from account.
CCJennifer
Problem Solver
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743 Messages
3 years ago
Hello @user_970a6a! Thank you for reaching out on our community forum. I realize how concerning it would be to see that your payment method is no longer on file. I appreciate you taking time out of your day and want to ensure you’re able to get in touch with an awesome Xfinity Mobile expert to help get this resolved. Due to account security, our options with Xfinity Mobile accounts are very limited. We're unable to perform any device or account specific requests over this platform. Our experts can be reached via any of the following methods.
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user_482455
Contributor
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45 Messages
3 years ago
It happens. Why no explanation. Simply go into your xfinity mobile app. Remove your card and put it back in problem solved.
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user_33fe90
Visitor
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2 Messages
3 years ago
The same thing just happened to me. Only when I went to login to my xfinity mobile account, it told me that I am not an Xfinity Mobile customer. I have spent the last hour on the phone with customer "unservice." The guy just kept repeating the same thing over an over again even though I kept telling him that I haven't logged into my account in two months and it always worked before. He consistently said that I must have accidentally clicked something that changed my account. Like really dude? FML. I'm about to switch back to Verizon and pay the higher price for competent customer service.
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user_482455
Contributor
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45 Messages
3 years ago
There are many factors that cause this. You may of updated information on your home account I.E. the log in phone number and or email. Done a change to your home service like upgraded your plan. However its a simple fix. Just tell them your current information have them update the account and done. I would not take the error of one and run back to verizon and pay higher price. That would be taking out his lack of understanding and making you pay. Nah, just have patience. Call the Xfinity mobile department not the regular xfinity customer service number. There is a difference.
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user_6b01a1
Visitor
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2 Messages
3 years ago
I have the same issue since June 2022. I contacted costumer service in September. They could not help me. The representative said to me he could see my card on file and that he could not explain why that was happening to my account. Every month since June, I receive a notification from Xfinity mobile “payment fail”. Every month, I go to billing, update and SAVE my CC information. However, when it’s time for Xfinity mobile to process my payment, my CC number/info disappears from my bill settings.
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