Account all messed up

It has been going on since I tried to activate my wife's new phone the phone was disconnected and received a new number which we did not want, i finally got her old phone turn back on with her old number and i have a line and a new phone we are paying for that I am paying for for and cant use. I'm afraid to try to transfer her number to the new phone again after this mess. it has been hours on the phone with customer support that has gotten me to this point and wasted money. 

Are you attempting to activate the number by porting from another third-party cellular provider or using a native number @ponchobro? 

no, I purchased a new phone trough Xfinity to replace an older phone. Now it shows a balance owed on the old phone and have a second line that were not using. Also been paying for the new phone every month and the balance is not coming down. So much messed up its hard to describe. 

Hi there, @ponchobro ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the inconvenience, I can look further into your Xfinity Mobile concerns. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.