Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_1k6jyy
1st Topic

8 Messages

Saturday, September 28th, 2024 4:12 PM

Streamsaver bundle including Netflix- payment issue

On September 11th our Netflix access ended abruptly, with a message that payment had not been received and we needed to provide a new payment option. Netflix is included with my Xfinity bundle. I pay Xfinity every month. We called Netflix and were told it’s an Xfinity issue. Xfinity chat admitted it was a known issue, after repeated queries, but no schedule for resolution. What gives? I went to our Xfinity store today and they had no idea. Shouldn’t Xfinity have let all customer service staff know? All affected customers know? Basic communication 101, right? When will this be resolved?

Question

 • 

Updated 

2 months ago

55

1

0

Was this helpful?

XfinityAngie

Official Employee

 • 

1.4K Messages

2 months ago

 

user_1k6jyy, Thank you for reaching out to Xfinity Support. We do try to notify our customers of any issues on their billing statements. I would be happy to take a look at your account and make sure things are set up correctly for you. 

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

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Let me know if you have any questions.

 

7

0

user_1k6jyy

8 Messages

XfinityAngie, I did a direct chat with Xfinity customer service on 9/12 ... very frustrating to finally get a real person and still get canned answers - eventually, I was told this was a known issue with no timeframe for resolution. It's not an issue with my account, it's an issue between Xfinity and Netflix. (I also called Netflix, they would be happy to take my credit card number). Xfinity should have let me know about a known issue with my bundle. The staff at the Xfinity store I spoke with today 1) had no idea about this known issue; and 2) said they don't work for Xfinity. They recommended I call Xfinity customer service. I have been an Xfinity customer since 1992. I don't want a free watch, I want the service that I pay for, and I want clear and timely communication. I am exploring my options.

Like

Reply

2 months ago

0

user_1k6jyy

8 Messages

Like

Reply

2 months ago

0

user_1k6jyy

8 Messages

There is no issue with my billing statement. Xfinity took my $175 on 9/6 with no trouble. I pay by automatic payment. I pay Xfinity. Why isn't Xfinity paying Netflix?

Like

Reply

2 months ago

0

XfinityAngie

Official Employee

 • 

1.4K Messages

 

user_1k6jyy, I am aware there was a known issue with our Xumo and Streamsaver package, but without knowing what you have, I can't say one way or the other. This is why I would like to take a look at your account to see what service you do have and be able to talk to you about it directly. Since we work on a Social Media platform, we try to be very careful when it comes to your personal information. 

 

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

Like

Reply

2 months ago

0

user_1k6jyy

8 Messages

I have the Xumo and Streamsaver package. If there is a known issue how about you explain it? From the posts this is not an issue unique to me. What is the issue? What is Xfinity doing to resolve it? Did you look at the picture at the link above. It is my last DM chat with Xfinity customer. XfinityAshley had all my information. Same answer "known issue, please be patient." I'd say 2+ weeks is very patient. I would like to know what is going on, and what Xfinity is doing about. If I did not pay my bill for 2 weeks, my service would be canceled.

Like

Reply

2 months ago

0

forum icon

New to the Community?

Start Here