“Paused” NOW Internet

Let me start by saying that Xfinity has the best deal and amazing internet when it comes to which carrier should you choose choose Xfinity. Not only do you get 5G fast reliable internet but it's reliable and that's what we want as customers not only reliable but affordable. In July I went into Xfinity and I bought a phone. I switched carriers to Xfinity I paid full price for my phone. I got mobile and internet. The guy that helped me the manager at Xfinity that helped me told me that at the address I was at somebody owed money I verified my identity he told me that my service might be cut off in a couple weeks but they'll contact me first and I figured okay well I'll be able to verify to them that it's not me and I'll be okay so a month went by and I was contacted they told me to go back into the store and tell them to note in the system that I verified my identity I said okay a day later and my phone was shut off so I went back into the store and the manager wasn't there a young guy that was new was lost it and couldn't figure out what to do to help me I was there all day with my one year old son who is disabled has severe brain damage and a feeding tube. You guys I was there all day and nobody could help me finally he said in order for you to have a phone and walk out of here with a working phone we're going to have to transfer you over to NOW MOBILE. At this point I just need a phone that worked. Plus they were closing so he made me feel like I had no choice so they transfer me over to now mobile. I went home and immediately it said Paused service my phone was still working but when you went on to the online account for now mobile it said paused and it would not let me look at my bill edit my payment do anything it said restricted session Im like that's weird. I couldn't get a hold of nobody through the virtual chat and I couldn't reach anyone through the phone because apparently now mobile has no one to help you over the phone it's all through the computer system which is weird considering every live agent I've been connected with sounds like a AI bot. And all they keep telling me is hold on while I look at this matter wait one second while I look into your account just telling me to wait okay well I'm trying to figure out why I can't pay my bill I'm trying to figure out why I can't view it or do anything so a couple weeks go by and last Friday my phone was shut off during lunch time can't reach anybody again there's no one to call over the phone and through the computer again no one would answer hold on one second mam  while I look into this matter.... For days now I've been doing just that waiting while virtual chat agents look into the matter supervisors over the phone have told me there's nothing that they can do on their end to turn my phone back on through now mobile I can't even switch back over to Xfinity because I have to have now mobile do it. Here's the cherry on top Friday I went in there at 11:00 lunch time you guys I was there until they close at 8:00 the manager acted like he didn't know what was wrong there's no one he could call he reset my phone did everything he's like I don't understand why your account says Paused service. He even got on my phone himself pulled up my account it won't let him do anything it said restricted access speak to an agent. He even tried it on his phone to see if there was a glitch same thing. There was nothing he could do he said that I was stuck without a phone he said I do know it looks here that a couple years ago you were at another location for one month and you owe a total of $205 to Comcast I thought that was taken care of but I was like oh okay is that why and he's like I'm not sure but you do need to pay that in order to be transferred back over to Xfinity okay that's cool wish I would have known that a long time ago wish I would have known that when I walked into switched to you guys and I had the money to pay it instead of telling me somebody owed the address he could see the whole time that that person owed money a long time ago and at that time I could have paid that amount but instead this is dragged out months and I'm stuck without a phone unable to get a hold of anybody because now mobile is only able to access and help you through virtual chat which is an AI bot this is ridiculous and I need help. I have no phone no way to get a hold of anybody my son has a lot of complex serious medical issues really bad seizures and I have no phone. One stressed out mom I'm currently using a app for people to get a hold of me so anyone reading this thread that can help me through Xfinity please reach me on my app number at [Edited: "Personal Information"]