URGENT: Refused SIM Activation on Replacement Device — Active Payment Plan Being Ignored — Day 3

I am a current Xfinity Mobile customer with two active lines —Acct # [Edited: "Personal Information"].  I am writing because I have been without my primary work phone for 3 days and I am getting no resolution through standard customer service.

Here is what happened:

My Samsung Galaxy S22 Ultra (line ending in [Edited: "Personal Information"]) was damaged. I received a replacement device through Assurance Mobile Care. When I attempted to activate the SIM card for the replacement device, Xfinity Mobile REFUSED to activate it.

A manager named Alex advised me that the SIM cannot be activated because of a past-due balance on the account. THIS WAS NEVER DISCLOSED TO ME. At no point when I set up my payment arrangement was I told that a past-due balance would prevent the activation of a replacement SIM for a line that is already active.

On June 1, 2026, I received written email confirmation from Xfinity Mobile of an approved repayment plan with payments beginning June 20, 2026. I have this email confirmation as proof. Despite this, Xfinity's system has now removed me from the repayment plan entirely, and my account is showing the full past-due balance of $536.23 as immediately due — an amount I cannot pay in full due to financial hardship.

My services are technically "active" but I cannot use my replacement phone because Xfinity will not activate the SIM. This is my primary work line and this situation is directly impacting my livelihood.

I am formally requesting the following:
1. DO NOT disconnect or suspend my services.
2. Immediately activate the SIM card for my replacement device on line [Edited: "Personal Information"].
3. Reinstate my repayment plan exactly as confirmed on June 1, 2026.

I have already prepared complaints to the FCC, FTC, and BBB. I am posting here first to give Xfinity the opportunity to make this right. Please escalate this to Executive Customer Relations immediately.

Account name: [Edited: "Personal Information"]
Location: Acworth, GA
Affected line: [Edited: "Personal Information"]