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user_gg3btg
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2 Messages

10/05/2026 8:42 PM

I can't change payment method.

I need assistance with an unresolved account/payment issue that frontline customer service has been unable to resolve.

I am closing the bank account currently being used for Xfinity Auto Pay, and I need to either change the payment method or turn off Auto Pay. However, whenever I attempt to manage my payment method, I receive this message:

“You can't add a new payment method yet. We need to verify your contact information to keep your account secure. Make sure to add your phone number and email address if you haven't already.”

My phone number and email address are already on the account. I have gone through this issue repeatedly with multiple Xfinity customer service representatives and supervisors. They have acknowledged the problem but have been unable to correct it.

I am now requesting escalation to Xfinity's Corporate/Executive Customer Relations team or another team with the authority to resolve account-access and payment issues.

This is time-sensitive because the bank account associated with Auto Pay is being closed, and I need written confirmation that Auto Pay will not continue attempting to debit that account.

Please have someone from the appropriate escalation team contact me and provide a case/reference number.

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Updated 

52 minutes ago

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XfinityMarcus

Official Employee

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2.4K Messages

52 minutes ago

user_gg3btg thank you for using the Xfinity Community Forums page to reach out today.

I completely understand why you’re asking for this to be escalated, especially after you’ve already worked with multiple representatives and supervisors without getting the issue resolved. With the bank account currently connected to Auto Pay being closed, I also understand why you need this addressed as soon as possible and want assurance regarding any future payment attempts.

Since your phone number and email address are already listed on the account, but the system is still preventing you from updating your payment method, this appears to require additional account-level review rather than having you repeat the same steps you’ve already taken.

 

I’m sorry you’ve had to put so much effort into getting what should be a straightforward payment change resolved. Your concerns are completely understandable, and the urgency caused by the bank account closure should be clearly documented as part of the escalation.

 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

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