Thank you for making contact through the Xfinity Forum. My apologies for the inconvenience you mention to have experienced. Know that we are here to help, and I am happy to provide the needed assistance.
In order to provide further support, I’ll need to do account research. When you get the opportunity, send me a private message. You can do so 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 I authenticate the account in question, I will investigate this for you.
Thanks again for your continued support.