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Visitor

'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.

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

I know what you mean, I am somebody that likes to know the "Why" behind occurrences as well. Especially if they are financial. Payments must come from an account that has a US-based billing address whether you use a credit card or checking account. When a payment does not finalize, we sometimes get detailed information from the bank, and sometimes we get less information based on the individual circumstances. We will always be happy to share all the information we have, and sometimes it is necessary to follow up with the bank or financial institution for more details.

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

Hi there, thank you so much for taking the time to reach out to the Digital Care Team here through the forums and we are so sorry to see that you are having issues with the payment as this is not what we strive for. I can see how frustrating this is for you and you have reached the right team to help get this taken care of. Can you please send us a private message with your name, the full address, and the account number? 

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New Member

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

To Everyone,

 

i dealt with this issue since Feb 2020. i have 10 comcast business accounts and comcast had attempted to charge my bank back in jan 2020 for an amount that didnt match any invoice their for my bank had rejected their payment. since that ever happend comcast block us from paying them using ACH/Check by mail. after submitting a complain on BBB, i get a call from someone from comcast headquaters stating well *we can try to unblock it, here is the form and fill and send back to us*, never heard back. i submitted a new bbb claim as of last week, since comcast claim they resolved my issue when they never did. got a call today from someone in comcast headquaters and all they said once your block your block and theirs no way to unblock. we spend over $30000 with comcast a year and all were trying to do use payment method of ACH and not use credit card since their pain on the but for Accounts payable to process them. the guy sounded like he didnt even care enough to explore other options or may be submit an escalation. unfornatanly im left at no choice but to hire an attorney and sue comcast.  this is crazy. 

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Visitor

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

Update:

Comcast contacted me through this forum via private messages and was able to give me the "reason code" why our checking account payment failed to process the payment (via ACH).  Something about us not granting authorization to our bank to accept payment transactions to Comcast.  We're scratching our heads since we succeeded in making payments from this account in the past.  But at least we have a clue to go on.

 

We got past the initial concern of being late on our Comcast account by making a one-time payment with a US-based credit card.

I've requested that email notifications for "Payment did not process" be modified to include the reason for the rejection, but I've received no confirmation that Comcast intends to follow-up on this request.  Ditto for my request for the regular (toll) support numbers that can be dialed from anywhere.  And my request for Comcast to explicitly support wire transfers has not elicted any response other than they are not supported.

- Michael

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

We definitely really appreciate you taking the time to let us work on your concerns and for updating the forum thread, that's what this platform is all about! 

As far as the request to change the number or to create a new number to Comcast Business support with a local area code so it can be dialed from any country, we will be glad to pass that request along. I did a search for "how to dial an 800 number from outside the United States" and got several results, although as I am in the U.S. I wasn't able to test whether they worked or not and we would not be able to recommend any of them but it may be worth taking a look. 

You can also manage your email notifications so that you receive one when a payment isn't processed and we've also passed along the feedback about including the reason, which I agree would be really helpful! 

Wire transfers wouldn't be something that is set up through our side but we do accept them through CheckFreePay and Western Union which would usually need the account number, name, address, and phone number to ensure that the payment is applied to the correct account. As a heads up, credit cards are not typically accepted but you can always check with the transfer provider to be sure-- a lot of things have changed over the last few months! 

I hope that helps a bit with the outstanding questions that you have and that you reach back out to us if there is anything else that we can address! 

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Visitor

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

Comcast_Gina,

 

Thanks for your reply.  I will look into dialing US toll-free numbers from overseas and see if there is a way to reach Comcast by phone from Australia and the Philippines.

 

And thanks for passing on my request that Failed to Process Payment email notifications include the reason.

 

For wire transfers, I am referring to wire transfers done directly between our bank and yours.  That is how we pay the vast majority of our vendors, and requires an exchange of SWIFT codes and account numbers.  Doesn't sound like Comcast intend to support such wire transfers as a payment option.

 

Regarding credit cards, you wrote: "credit cards are not typically accepted", which I am not clear about since credit card is one of the payment methods you can select on the Comcast Business Class My Account web site.  What is becomming clear is that for credit cards, they must have a US-based billing address. 

 

Can you tell me whether checking accounts must also be US-based, or whether checking accounts from foreign banks are also accepted as a payment method?

 

Thanks,

- Michael

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

Hello, thanks for sharing this experience. I know this is something that you have been dealing with for quite some time. I can take a close look at your account to see what your account history communicates about your payments and this payment method. Are you able to send a private message so I can review your subscription and see if I can get more information about what happened? 

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

I know what you mean, I am somebody that likes to know the "Why" behind occurrences as well. Especially if they are financial. Payments must come from an account that has a US-based billing address whether you use a credit card or checking account. When a payment does not finalize, we sometimes get detailed information from the bank, and sometimes we get less information based on the individual circumstances. We will always be happy to share all the information we have, and sometimes it is necessary to follow up with the bank or financial institution for more details.

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Visitor

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

Comcast_Joseph,

 

You last wrote:  "Payments must come from an account that has a US-based billing address whether you use a credit card or checking account".

 

THANK YOU for clarifying this requirement.  This may explain why our recent checking account payments were accepted only to be ultimately rejected.

 

The requirement that all payment accounts must have US-based billing addresses is not mentioned -- or is not prominent -- in numerous Comcast Help articles on payments, such as:

 

https://business.comcast.com/help-and-support/billing/add-and-manage-stored-payments-in-my-account#a...

 

https://business.comcast.com/help-and-support/billing/make-a-one-time-payment-online

 

This requirement is also not apparent in the web forms for adding payment methods or issuing one-time payments.

 

Please ensure these and other Comcast articles and online forms related to payments are updated so that the requirement for a US-based billing address for all payment methods is made prominent.

 

- Michael

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Official Employee

Re: 'Payment Did Not Process Successfully' notification does not guide me to a solution

I will be more than happy to pass along this request. We will always listen to our customers so we can improve your overall experience. If you have any additional concerns we can research please let us know. Do all you can to enjoy the rest of your night!

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