4 Messages

Thursday, February 27th, 2025

Closed

Xfinity won't let me add bank account after THEIR employee messed up

So I went to the local Xfinity store on January 26th to sign up for service as I tried to sign up online and via the phone and no one could find our address.  We also wanted to speak to someone to better understand the pricing.

We signed up for gigabit internet and were given a modem.  The guy asked if we wanted to setup autopay and that their was a discount.  I went to give him my credit card and he said it's "only $5.00 with a credit card but $10.00 if we add a bank account"  I said sure and gave him the bank account info.

On February 19th i got an e-mail that autopay charged us

Then Today (2/27/25) I got an e-mail saying the payment was returned.  I called the bank and they said they saw no attempted charge from Xfinity which would indicate the information was entered wrong.  The e-mail showing the last 4 of the account number showed a total of 16 digits (12 hashes and 4 digits) but my bank account is only 14 digits, further indicating the employee entered it wrong.  I immediately called Xfinity to make a payment as well as added my credit card to autopay.

When I Inquired about correcting/adding my bank account as the app would not let me now, I was told I was blocked from adding a bank account for 6 months.  I spoke to a supervisor that told me that same thing and tried to say "there's other discounts you can do with autopay" and I'm like "yeah but they're only $5.00 and that's a $10.00 discount. It's ridiculous to ask the customer to pay more because a company's EMPLOYEE messed up".

She claimed there was nothing that could be done.  I still believe it's insane to ask a customer to pay more because an employee messed up, I fully believe there is a way to bypass the system and they just refuse to use it because they want more money from the customer.

I'd like this fixed.

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Official Employee

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2.2K Messages

8 months ago

Hey @Sst271, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the recent interaction at the local Xfinity Store. 

 

We would be unable to remove any payment block that has been applied towards the account. When a payment fails, notifications are sent and provided in order to help correct the information. I am glad to hear that you were able to successfully enroll in the Self-Service Discount using a credit/debit card, but in order to have the $10.00 discount, we would need to wait the 6 months so a checking/savings account can be processed for an ACH payment.

(edited)

4 Messages

There was no notification sent until the SINGLE email I got today that the payment was returned. No opportunity to correct it.

It was YOUR employee that entered the info wrong yet the customer is being punished.  Do you instruct all your employees to commit fraud and enter customer information wrong so you can charge them more? Or just the customers you think will roll over and take it?

I've filed an FCC complaint reporting the blatant scam. 

(edited)

4 Messages

Not a single email here before the one received on the 27th is a notification about a payment issue.  So don't claim you send notifications out to correct mistakes because you don't.

[Removed image: "Personal Information"]

(edited)

Retired Employee

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1.1K Messages

I am sorry that this has been your experience, at this time we will not be able to remove the ACH payment block. 

4 Messages

Glad to know Xfinity won't take responsibility for their employee's mistakes. If you were actually sorry you'd offer a $30 credit to counter act the discount that your employee's error made me lose. 

[Edited: "Inflammatory"]

I'll deal with the regulatory agencies that will actually do something then. 

(edited)

Visitor

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3 Messages

3 months ago

They don’t care what their employees tell you.  I had two representatives give me an extension that was done through their system and today they told me oh well sorry. After someone yesterday told me I had an extension and they turned my internet back on.  They tried to use February bill that was late. It’s July 

Official Employee

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1.9K Messages

@Sst271 My team can look into your billing concerns today if you want. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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