Thank you for taking the time to reach out to us through the Xfinity Forum! It’ll be my pleasure to provide the needed assistance.
In order for me to do the needed research, I will need to gain access to the account in question. At your earliest convenience, reach out to me through private message. You can message me privately by clicking on my name ComcastChrisL, which will re-direct you to my profile page. From there you will see a blue ‘send message’ button.
In your private message please include your first and last name, the full service address, the mobile number, and the last 4 digits of the stored payment method on file. After authenticating the account, I will investigate this for you.
Thanks again for your time, and patience.