Need help with account transfer and billing credit due to apartment fire

My apartment burned down in the beginning of August, everything was destroyed. I spoke to my local rep and she said I didn't have to close my account and my payments would be paused until I moved into my new unit in the same apartment complex. The payments were not paused, and when I called to deactivate the account, I had an excellent rep help me get my new account started, another one who was great in confirming my new account and stopping the charge for a penalty for not returning the modem since it was melted in the fire, and a crediting request for the months I was charged while there was no possible use of service. When I moved in to my apartment, my modem was delivered, and I spent 2 hours on the phone because the account of the burned down building was not closed, the new address was not activated even though the router was delivered, and I believe the account is closed. I spoke to another different rep on the phone today on my break who was also very helpful, but we couldn't figure out how to get my new apartment address to populate in my Xfinity app. When kinking accounts, it let me pull up my new address, and it said something went wrong. I figured I would try here to get streamlined communication for this obstacle, since the address is the same, but the unit is different and there was a 3 month lapse in account closure and renewal. 

Any insights are greatly appreciated

Thank you