Not allowing me to login or make a payment

The investigation was opened to have the payment moved from an old internet account to my mobile account 

@user_hd2lzh I appreciate the confirmation that the investigation was for the payment being moved to the correct account. When I've needed to open similar tickets, those typically start with the letters ECM. 

- Does a ticket with those letters sound familiar (if so yes/no will be perfect instead of posting full ticket number)? 

I was not provided a ticket number just told that one was opened 

Thank you so much for answering all the questions, I have access to a couple different ticket systems so can definitely investigate further. Knowing which ticket may have been opened is helpful to save a little time is why I initial asked. 

Answering all the questions here in public also keeps with the spirit of the Xfinity Forums who may have a similar concern, and see what steps can help them as well. At this point I will need to gather some information that we don't want here in our public conversation. 

Could you please send our team a direct message with your full name and full address?

To send a direct message: 

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "Start new message" (pencil and paper) icon

• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window, please add your full name and address

• Press Enter to send it

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514