Installment arrangement not being honored

I set up an installment arrangement for my wifi on 8/30/2025. I had a past due balance of $984.40 so it was to be split into monthly payments of $96.87 for 12 months. I paid $50 on 8/30/2025 to start the plan and bring my balance down some. It took over 2 weeks for Xfinity to show or even honor that I had set up an arrangement despite providing all of the confirmation #s and emails I have. As of today 9/24/2025 my WiFi was yet again shut off with no explanation. I checked my app and it shows I have a past due balance of $30 and some change to be paid today? I have an email from your techs who looked into my ticket saying I would not have a bill until 10/8/2025. I have filed a third FTC complaint regarding this matter and have contacted the BBB as well. If this is not resolved I will be contacting my attorney.

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EG

Expert

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113.8K Messages

16 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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XfinitySara

Official Employee

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2K Messages

16 days ago

Hello, @user_hd2lzh. Thank you for creating a post on our community forum with your billing concern. I definitely understand wanting something like this to be addressed quickly and effectively, so I'm more than happy to take a closer look at things today. My understanding is that Installment Plan payments are in addition to your regular monthly charges as a way to keep your current level of service while paying off a past due balance. However, we'll know more once we look at your particular account and situation. Could you please send our team a direct message to continue?

To send a direct message:

Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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user_hd2lzh

Visitor

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21 Messages

14 days ago

I have a payment arrangement set up for my mobile to pay it on 10/14. This was set up by a billing team supervisor over the phone. All the sudden today I have no service and can not get in touch with anyone to get this resolved. I have filed an FTC, FCC and IURC complaint.

Note: This comment was created from a merged conversation originally titled Payment arrangement not being honored

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user_hd2lzh

Visitor

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21 Messages

@Xfinity Support need a response now!!!! I’ve been on the phone and trying to chat with your agents for 4.5 hours

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14 days ago

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XfinitySara

Official Employee

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2K Messages

@user_hd2lzh - It sounds like you've been working with other teams. Thanks for letting us, and for remaining patient while we merged your old and new posts (since they're about the same issue at hand). I see that you've sent us a direct message as requested. I'll go ahead and reply to you privately in just a moment. Thanks again!

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14 days ago

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Billing

user_hd2lzh

Installment arrangement not being honored

EG

XfinitySara

user_hd2lzh

user_hd2lzh

XfinitySara

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