Cannot update billing

Yes because I logged in through my ex roommates login and changed the info to my own. The transfer was completed Friday, is there some delay in verifying my identity?

In order to complete a formal transfer of account ownership to someone else, it requires formal paperwork be filled out and sent back to us to authorize the change from the original account owner as well as the new owner taking over. Does that sound like the process you went through to take over the account?

Sorry for the late reply, yes that is what happened. I copied over my ID, we filled out paper work and both signed. Seems like this is just a glitch. 

@user_wwdu0z Can you please direct message me your first and last name along with your full service address so I can assist you futher and see what info we have for an update. 
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

Okay thanks, will do