Address Block Removal and Service Restoration

Paid a balance on my account that was due to restore services, however there is still a remaining balance due to equipment return fees, which are to be removed once I restore services. I've been on the phone for about 4 hours with xfinity support with the billing and retention and loyalty departments to restore service and remove the address block. I've been given a CBM collections number from them to remove my block to restore services, however they were unable to verify me, gave them my social, address, email, date of birth, name, and phone number. One call led to one of the agents saying that the backend office is unable to remove the block to a person named David, possibly a previous tenant. I've now had 2 tickets created by previous 2 different employees from 2 different calls to xfinity addressing my block. The point I'm trying to make is that I paid my past due balance required to restore service, equipment fee is still left which is to be waived once a member restores service, however they are unable to restore due to the block on my address, which I am trying to remove. Please could someone provide some clear instructions on what to do, as I am getting transferred back and forth and given different numbers, leading to an endless cycle with no solution.