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Auto Pay problems

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PA_Business
Contributor

Auto Pay problems

Comcast, you need to get your [Removed] together in regards to Auto Pay.

My card was replaced in December. I added my replacement card as a payment source and set it up for Auto Pay. The web interface indicated no problems with my Auto Pay setup, but I was warned that it may take 1 or 2 billing cycles to update. Fair enough. So I made payment manually a time or two, then forgot about it. Auto Pay still hasn't "activated" and I was charged late fees several times. I'm on the phone with support for the 3rd time about this problem. Now the support agent tells me that Auto Pay is "blocked" on my account, possibly because of too many billing problems with my card. The agent admitted this could be because of a problem with my old (replaced) card--oh, you think? And even though there are no problems with the replacement card (I'm using it to make manual / one-time payments!), supposedly Auto Pay cannot be reinstated because of the previous billing problems (apparently due to the old card being replaced). This silliness can only make sense in a Comcast universe.

I (again) disabled Auto Pay and set it up again as requested by the support agent. After going through the prompts, a message indicated Auto Pay would be activated / take effect on 7/26/2016. Yeah, I don't believe it either. I fully expect to be calling Comcast support near end of July to escalate this problem.

If Fios, Google Fiber, etc. are ever available in our area, Comcast will lose us as a customer. We're planning to move to a more urban location in 2017, that has more Internet service options. This type of customer-unfriendliness will push us to consider other providers, even if costs are higher.

PA_Business
Contributor

Re: Auto Pay problems

No surprise here, but disabling AutoPay and re-enabling it didn't work. AutoPay did not take effect on 7/26/2016 as the AutoPay setup wizard promised.

So I'm back on the line with Comcast support.

Unimpressed.

PA_Business
Contributor

Re: Auto Pay problems

The support agent did basically the same thing I did last month:

 

  • Disabled AutoPay
  • Re-enabled AutoPay using the same credit card information as previously

"AutoPay start date is 8/26/2016", according to the representative and confirmation email I received.

 

Uh huh.

Community Manager
Community Manager

Re: Auto Pay problems

Hello PA-Business,

 

Please see your private messages for an update on your auto-pay issue. Thank you 

PA_Business
Contributor

Re: Auto Pay problems

Hi Comcast_Jacob,

 

I received your private message. I assume you followed up as promised on Sept 27th, to check if AutoPay processed our payment...? I personally checked several times around the AutoPay date and again today. It hasn't processed. This is roughly an 8-month old problem now. Several times I called Comcast support and have been promised the problem would be looked into and within a day or so when I check, the associated ticket has been closed with no explanation.

Please open a ticket and escalate it to Brian Roberts desk, if necessary. This is frustrating.

PA_Business
Contributor

Re: Auto Pay problems

So it looks like sometime between the last time I checked and today, AutoPay processed a payment for our September billing cycle. Now (as expected) our account shows a balance for the October billing cycle and indicates AutoPay will process payment on 10/26. Hopefully this thing of AutoPay working as expected becomes a trend. Smiley Happy