Customer Sales Reps Lying About Us being able to have service

Hello, I figured or heard this is closer to the higher up. Short story simple: customer sales service reps are saying location is serviceable after disconnection(They pretty much said, yes but we are going to collections to figure out yada yada), anyway the current situation is. Reps have restored my service to my address, however, they once again sent it to collections and the rep told me "no worries, you're service will be restored at this address" and once again sends said address to collections just like before. Ok cool, we're at a round about now. service shows back again on my account, no problem. to put the situation simply: It is frustrated that the line is blocked under collections for my dad's past due and not mine, not my problem neither but every time sales rep act like okay sure absolutely, you will have service. so the basic question is: Is this possible?? to have service on a blocked service line?? under my own account at the same address
(I pay the utility bills there, while I am his son, it should not mean that we should all be punished, we just want Xfinity Internet and I am well above capable of paying the price locked guarantee as promised on the new deal).

P.S. I also have proof of this manipulation tactic which to me is unethical but I did screenshot our conversation).