Help me remove a user from household. The user removal function doesn't work.

I'm the Primary account holder. I followed all the steps in the Xfinity help guide for removing a user, using both the app and the website. However, on the final screen error message appears. "XXXX (username) has an upcoming payment scheduled. Before changing or removing their role on the account, you'll need to remove the scheduled payment." I already paid next month's bill early and the balance is $0.00. I refreshed Xfinity app's data. I still see this message. I need Support to contact me and remove the user for me.