Unfair Returned Payment Fee Due to System Error

Hello, my name is Jin. [Edited: Personal Information]

I am writing to formally request a refund for a $20 returned payment fee charged to my account. I believe this fee was applied in error due to a technical issue with the Xfinity payment system.

Here is a timeline of the events:

1. On or around August 20, 2025: Days before my payment was due, I logged into the Xfinity website to update my auto-pay details with a new card.

2. System Error: The website repeatedly gave me an error and would not let me save the new payment information. I was unable to update my card.

3. Payment Rejection: As a direct result, the scheduled auto-payment from my old, invalid card was rejected.

4. Resolution: After this failure, I contacted a live agent via chat who was able to successfully add my new payment method to the account. I submitted payment as soon as this was resolved, but the system still not charge me successfully until the payment date of September.

The returned payment only occurred because Xfinity's online system prevented me from doing my part. I was actively trying to ensure my bill was paid on time. Therefore, I request that the $20 fee be waived and credited back to my account.

Thank you for your attention to this matter.