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user_8k4jye
1st Topic

3 Messages

Monday, April 7th, 2025 8:26 PM

filing a complaints

I want to file a complaint here, my account is set up to pay my bill out of my bank account by default; someone hacked into my account and changed the default bank account, now I have a past due balance plus one time fee of $35.00. Why it is my responsibility to pay the fee of $35.00 if your account firewall or there is an obvious issue internally within your company?

Please refer to my account and look for the bank account that is different that what was used to pay all my past bills, remove this $35.00 out of my account and proceed with the automatic payment that I had set it up since month one I opened this account. 

If possible, please change my account # accordingly to avoid similar issue going forward. Thank you!

Question

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Updated 

10 days ago

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EG

Expert

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110K Messages

17 days ago

Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance. 

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XfinityMartyR

Official Employee

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2K Messages

17 days ago

 

user_8k4jye Thanks for reaching out! You can manage your saved payment methods by accessing your account through the Xfinity app, or web portal. Article: Manage your saved payment methods
 
If you believe your Comcast/Xfinity account has been compromised, please reach out to our Customer Security Assurance (CSA) Team. 

 

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user_8k4jye

3 Messages

@XfinityMartyR​ 

Yes I know I can manage the payment method from my account and I know how to do it, the root caused is not that, in fact my bank account is still the default payment bank in my account, however it did not process the payment as it should and now I am charged for $35.00 fee. I need to speak the customer service to get this resolved ASAP. Somehow I can't speak to a human customer service rep. 

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17 days ago

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XfinityRaf

Official Employee

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867 Messages

We recommend reach out to our security team first. Once your account has been secured, we can move forward with looking into the billing. Please let us know what they say. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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17 days ago

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user_8k4jye

3 Messages

I spoke to the Security Team on day one, the feedback is "Useless". Unable to get anyhelp becuase the information I can see from my account the Security Team employee I spoke to was not able to see it. If we are not in the same page, how can I get help? Please let me know how can I get hold of the real person in the customer service department. 

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10 days ago

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XfinityRay

Official Employee

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2.7K Messages

Thank you for letting us know about the call you made, user_8k4jye. I understand needing to be on the same page. Were they unable to see the change in the payment method or do not see anything indicating your account was used by someone else? Have you changed your password for your Xfinity ID?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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10 days ago

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