Address Unserviceable but still have Service

So back in July I had put in for a move from Address Old to Address New to go into effect on August 15th. Everything seemed to go through and when I moved in on August 15th service was working fine. This week I get an email saying that service at Address Old was being disconnected on Sep 30th and then another email saying service at Address Old was being disconnected on Oct 14th. I was on the phone with support for 2 hours until someone told me that Address New was unserviceable due to events from the last tenant. I have to contact Loss Prevention but when I tried to call them I had to call back during business hours. But I have no idea what the hours of Loss Prevention are. When I talk to Loss Prevention what should I expect what resources do I need to be prepared. Comcast is still collecting a bill and I am just at a lost as to how something like this falls through the cracks and how I can just be passed along from department to department with no resolution.