'Payment Did Not Process Successfully' notification does not guide me to a solution
My Accounts Payable Department staff have made three recent attempts to pay our account, using the MyAccount page for Comcast Business Class. Each time, the payment is accepted initially, only to be rejected a day or two later with an email notification (subject: "Your Recent Scheduled Payment Did Not Process Successfully"). The account we're using is setup as a payment method; it is a checking account with an account number and routing number.
What's exasperating is that in follow-up calls to Comcast Billing Support, no one can tell me why these payments are being rejected. Is the checking account number or routing number invalid? Does the account lack sufficient funds? Is the payment rejected because the account is from a foreign bank?
Another challenge is that I work for a US division of an international company. My Accounts Payable team is based in the Philippines. But the only Comcast Support numbers I can obtain are 1-800 numbers, which are not callable from outside the US. My Payables team needs a Comcast Support number with a real area code, but no one from Comcast can provide this. We're stuck with Online Chat, which sometimes is not the best.
In the short term, I need to use some other account to pay Comcast. Ultimately, I need to setup payment via wire transfer; however, the MyAccount web pages do not show "wire transfer" as a payment option.
I am asking for Comcast to make the following three changes:
1) When a payment is initially accepted and later fails to process, provide in your email notifications details as to why the payment failed to process, so it is clear what corrective action is required. Include any restrictions or limitations on the account types, including whether foreign accounts are accepted, and whether the specified account number or routing number is invalid, and whether the specified account had sufficient funds.
2) Provide Comcast Support numbers with area codes, so support calls can be placed from outside the US. Necessary for companies like mine, with a US presence but based overseas.
3) Provide "wire transfer" as a payment method under MyAccount, along with a Help article or knowledgebase article on how to pay via wire transfer.