Thank you for reaching out to us through the Xfinity Forum. I am more than happy to assist. I hope you’ll pardon he delayed response. Know that we are here to help.
When you get the opportunity, click on my name ComcastChrisL. You will be re-directed to my profile page and from there you will see a blue ‘send message’ button.
In your reply, 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.
Once I authenticate the account, I will investigate this further. Thank you for your continued time, and patience!