Error message that I am over the number of set lines on a payment plan despite paid BYO phones from Verizon

I am trying to upgrade my phones which I brought to Xfinity from Verizon paid in full. I have no lines on a payment plan yet it will not let me check out due to recurring error message that I am over the number of set lines on a payment plan. Please advise and assist with this issue as no one via chat or phone can resolve this.