Thank you for taking the time to post on the Xfinity Forum, and my sincerest apology for the inconvenience you’ve encountered. It’ll be my pleasure to investigate this further.
You mention that Tier 3 was contacted while you were in the store. It’s likely that this is being addressed already. Regardless, I’ll take another look and provide you an update to the matter.
At your convenience, get in touch with me through private message. You can do so by clicking on my name ComcastChrisL which will take 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 I authenticate the account, I’ll do the research and reach back out to you.
Thanks again for your continued time, patience, and support.