Address block and Access not Authorized

I am moving and I had Xfinity at my previous address so I tried simply moving the service online which I thought went smoothly. When I went to pick up my gateway I was told that the service at my new address both started and stopped on the same day (6/17) not knowing any better and because they told me to I created a new account for my new address I tried signing into the app and I was given the “Access not Authorized

You signed in successfully, but you must be an Xfinity user to enjoy this service” error The people in the store told me I had to call a number to cancel the old one in order to access the new one. It was while on the phone with them that I was told that I had a block on my address from a pervious residents failure to pay. My account still did not work after canceling the old plan.

So I went back into the store and luckily I had access to the lease agreement for the new place to prove my ownership of the new house. I called later in the evening and asked if I still had the block and they told me I did so the store from earlier in the day did not clear my block and I am still getting the same Access not Authorized error I was yesterday. Moving is stressful enough without all the unneeded drama from lazy employees and ill informed call center people. I just want my internet working. They also gave me a gateway for some reason and I cannot set it up because I don’t have access to my account through the app in order set it up. I also have 3 accounts under my email and phone number right now and I have no idea which ones have a bill and which ones don’t