Unable to pay off phone

@XfinityOrlandoM​ I went to the local store, the manager wasn’t able to access the account and had to call someone with access to a specific software to try and update the card to make the payment. But even that person with the highest level access wasn’t able to change the card. They didn’t mention anything about the kiosk, as I thought the kiosk was to pay your bill balance- not the balance of the phone. Can you pay off the balance of a phone (not the phone line) on the kiosk? 

@user_mtm54b

With the kiosks, you can pay your residential bill or your Xfinity mobile bill; it's just an option where you can make cash payments when you don't have access to the online options or are unable to make a payment over the phone.

If you don't have an active Xfinity mobile account when you go to make a payment the balance should reflect whatever device payments are leftover that are owed. Now if you just recently canceled you may not see the balance update for the device final payments into your next bill cycle

 how long's it been since you've canceled your mobile services?

I canceled in April. And when I do call they say the next billing cycle is when I’ll get my final bill. But it never comes and every time I call, it’s the same thing “wait until the next billing period” but it’s been 4 months. I don’t understand why it’s so difficult, I want to give them $800 but they aren’t making it possible to pay it. Support also keeps saying that they’ll call me back between cycles to fix this situation, they’ve never once called. And each time I call support, they don’t know the situation at all- like no notes are left from the previous support person. If I can’t pay for this device, idk why they don’t just friggen cancel the entire charge. It’s not my fault they can’t take my money.

It’s been about four months. I canceled my services in April. Every time I call back, the support person will tell me to wait until the next billing cycle and I’ll get my final bill. But I haven’t received it and each time I call, support has no history of what I’ve been through with them. I find it absolutely insane that Xfinity doesn’t want to take my $800. That’s literally all I want to do- pay for the phone. But no one can help me.