Mobile Line Canceled Without My Authorization

My mobile line was canceled without my authorization or any notice from me requesting cancellation. I went to the nearest Xfinity store, and they told me they were unable to access my mobile account information. This doesn’t make sense, because I was still able to see everything on my end—including my next billing date, account number, and full account details.

I then spent nearly two hours on the phone with V from tech support. She was very helpful, but my account number, information, or any record of my account was not present in the system, even though my phone number is still active. What is going on?

Notes were left on my account instructing the store to assist me when I return by providing the PIN needed to transfer my phone number to a new carrier, because at this point, I am done.

It’s one thing if I’m unable to keep my number—but if my account can’t even be located, how was it canceled in the first place? And if it still appears active on my end, how can I be sure I won’t be charged for service?

I know I’m not the first person this has happened to with Xfinity, so I really hope this gets resolved soon—because this situation is completely unacceptable.