customer service

I transferred service to my new address on 06 DEC 2024. I was instructed to bring all existing equipment to the new address, which I did. The installation technician at the new address informed me he couldn't use the old equipment and could not accept it for return. When I brought the old equipment to the Xfinity store to return I was informed that they could not accept it as the previous service address was still active and the landline was still active. After 90 minutes with the store agent, I was informed that there was nothing he could do to turn off the old service on the transfer date that I would need to contact Xfinity. As the only way to communicate with anyone regarding this issue was through Xfinity Assistant. I was online with 4 different agents who transferred me from one department to another, with each stating they could help. I finally spoke on the phone with a person who assured me this would be corrected and asked me to hold while he spoke with a "supervisor." While waiting, another agent yelled into the phone "No, I cannot help this customer!!" and hung up. This was after a 2 1/2 hour process. The individual who hung up on me eventually called back after 15 minutes and apologized saying that he thought I was the agent who transferred the issue to him and his department doesn't handle this. After another 1 1/2 hours with this new agent and after his consultation with the "supervisor" in which I had to accept two text links to fill out authorizing approval for disconnecting the old service and land line, I was assured the old service address was disconnected, the old landline was disconnected, I was not responsible for the charges to the old address as no services were used since transfer, and I could now return the old equipment. 2 days later I went to the store to attempt the equipment return and was told again they could not accept it as the service and landline number was still active. Spending another 1 1/2 hours online with yet another agent on Xfinity Assistant who apologized for the inconvenience and guaranteed this would be resolved. I asked for a confirmation email which he said would arrive within a couple hours after the request he put in was finalized and I would get a call back. 2 days later there is no email, no call back, the account is still active, and still accruing charges. I have now made 2 trips to the store spent 2 hours there. I have spent over 5 hours online and on the phone with 5 different agents and 3 "supervisors/managers." I have been assured, guaranteed, and promised this would be rectified and the same issue remains. I have wasted hours of time and am still paying for 2 service addresses and have equipment no one will accept. I am uncertain as to why simply moving service from one address to another has been this frustrating. Any suggestions, help, assistance, would be greatly appreciated. Thanks!