The phone number and email address are my Xfinity ID. When attempting to follow the instructions in the article you linked, my email and phone number are already there and I have previously verified them but am still getting this billing issue.

Thank you for clarifying, @user_n36fv0. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.