Why is Xfinity Mobile not removing a deactivated device from my account?

I never received the second device, as the retail store kept it throughout. Another employee mentioned they needed to activate a different device because of the error; I was told they would remove the unwanted device and line, with updates appearing in 24–48 hours (which never did). They activated a different phone instead of the first one added. After watching them struggle again with the swap, I gave up and asked them to leave it unchanged. My plan, if they failed to remove the device, was to cancel all Xfinity services on Monday and return the last two phones on Tuesday.

Yesterday I received confirmation that the line was removed. I visited on Wednesday and was told the manager was absent, so I should return on Thursday for the manager to remove the phone. Because the store made the mistake, they removed the payment plan and waived the restocking fee. I confirmed this with them; my account shows the line removed, yet I still see a charge for the activation fee.

I had to travel twice to the store to fix something that they did and had to cancel on a client because of this situation.

Thank you so much and I am so sorry for the back and forth. I appreciate your efforts and can continue assisting you through direct message as we will need to verify the account to gain access. Can you please send us a direct message with your full name and service address? 

How to Send Us a Direct Message:

1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

For an example of how to send us a Direct Message, check out this link

How to direct message within the forum