Thanks for contacting us through the Xfinity Mobile Forum! I can investigate this further for you. Reach out to me through private message. Click on my name ComcastChrisL, which takes you to my profile page and from there you’ll see a blue ‘send a message’ button. In your private reply please include the following info;
First and last name, mobile number, complete service address, and the last 4 digits of the pay method on file.