Thank you for reaching out to us on the Xfinity Forum. I’m happy to investigate this further for you.
Are you attempting to add Xfinity Mobile service for the first time or attempting to purchase a new phone on a device payment plan? Let me know of some details regarding the situation.
At your convenience, click on my name ComcastChrisL so that you can message me privately. From my profile page, you’ll 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.
Thanks again for your time and patience,