I have escalated your issue to the Comcast Team available to these forums. Check back often for a reply in this thread from a Comcast Official Employee.
Hi there, @Lantry_Josie
We can help look into your account to see what is causing this for you. Can you please private message me your full name and service address? Thank you for posting to our forums.
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.