Blocked from Upgrading my iPhone?

I need to upgrade my iPhone 12 and have tried to order an iPhone 17 three times at the local Xfinity store.  First they couldn't get the order go through for an in store pick up and then tried a delivery order.  All three times the order has been cancelled within 3 days because "they can't verify my identity".   I'm a Diamond Level, 36 year Comcast customer.  The store has tried to figure it out, I've spent hours on the phone with various tiers of customer service and no one can fix this.  A security tier 3  agent issued a trouble ticket for Xfinity Mobile today and it was immedialtely  cancelled as well.   Seems like my only option will be move to another service, which I really don't want to do!