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user_gfrx2j
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Visitor

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1 Message

10/07/2026 11:16 PM

Auto Pay

Hi, I noticed a late fee on last month’s bill, but I’ve been enrolled in autopay for about a year. Can you explain why my payment was late and whether autopay processed correctly? Please review my account and remove the late fee. Thank you!

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10 days ago

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XfinityBenny

Official Employee

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1.8K Messages

10 days ago

@user_gfrx2j Thanks for adding a post. A failed payment can result from the card on file expiring, not having enough funds, or the bank rejecting the transaction. We recommend using the bank account to process the auto payment, in order to avoid issues with cards expiring. It also enables the monthly autopay discount. Double check the payment information on the account through the Xfinity App. If you don't have the app follow the steps here https://www.xfinity.com/support/articles/setting-up-auto-payments to check the autopay account. A credit for a late fee or interruptions of service can be requested through the steps here https://www.xfinity.com/support/articles/credit-xfinity-assistant. 

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user_git1kk

Visitor

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1 Message

10 days ago

I have been requesting paper billing. 
I was told that it was changed back to paper but it has not. And you continue to auto pay yourself without my authorization for use of my credit card

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XfinityPeterH

Official Employee

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3.2K Messages

 

user_git1kk 

If you'd like to receive a paper bill, you can turn off Paperless Billing through your Xfinity account settings.

Online:

  1. Sign in to your account at xfinity.com.
  2. Go to Billing Preferences.
  3. Locate Paperless Billing (EcoBill) and switch it to Off.
  4. Save your changes.

In the Xfinity App:

  1. Open the Xfinity app and sign in.
  2. Select Account.
  3. Choose Bill Details or Bill Settings.
  4. Select Paperless Billing and toggle it Off.

Please note that if your account currently receives a discount for being enrolled in both Auto Pay and Paperless Billing, disabling Paperless Billing may remove that discount from your account.

Regarding the automatic payments, if you have Xfinity Mobile service, Auto Pay is a requirement and cannot be removed while maintaining service. However, you can review and update the payment method used for Auto Pay through your account settings. If you believe a payment was processed incorrectly or without authorization, we can certainly take a closer look at the account with you in a private conversation.

Let us know if you'd like assistance reviewing your billing preferences or payment settings.

 

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