You'll Need to Make a Payment in Person

I am beyond frustrated with Xfinity. Over the past few days I have had more issues just trying to submit payment on my account.

Over the year, I am given prepaid visa/mastercard gift cards as gifts. I am always left with small balances on them and have no idea what to use those small balances towards. I figured this week I would use them towards paying my Xfinity bill (which I have now learned was a big mistake). The self serve payment system would not take payments in small amounts so I chatted with Xfinity customer service and they processed the payments over the chat for me. I explained why I was making small payments and they were happy to assist. At no point was I told that it would affect my account. Had that been told to me, I would not have done this. I spent several hours on chat with them processing my payments and I had an arrangement set up to pay the remaining balance owed by 7/20 (6 days out) to finish paying the amount owed on my bill as there was a limit on the amount of payments I could submit a day. 

Today (just one day after my chat and submitting the payments), I woke up to my service being suspended, my payment agreement to pay by 7/20 being cancelled, and the only option to submit payments was in person at an Xfinity location. 

I had to have my husband go 40 minutes out of his way to pay in person (only to be told that payment had to be in the form of cash, check, or money order which was not explained on my account online so he then had to go out of his way again to go to an atm to pull cash out). They told him at the store that it was because I was enrolled in autopay and that my autopay had been declined "several times" flagging my account for in store payments only. This is impossible as I have never been enrolled in autopay for my internet service. Based on my own research (because Xfinity customer service was no help in providing information), it seems that a "fraud" hold was put on my account for several small payments. I could understand in some scenarios why multiple payments from multiple cards could be viewed as "sketchy", but all of the cards were in my own name (the name on my Xfinity account) and my own billing address. I just thought I had come up with a clever way to use up cards with small balances left on them while also getting a bill paid. Jokes on me because no one can resolve my account and I am now going to have to make cash payments in person for the forseeable future 40+ minutes out of my way. Looks like I will be looking into switching my internet provider unless someone can provide some insight on how to get this fixed...