Online accounts messed up and I need to order a new phone

Last year after my MIL passed away in 2025, I took the death certificate to the local Xfinity store to change the account to internet only.  At the same time I carried my POA for my severely ill husband to make some changes on our account; it had previously been listed in only his name.  They put my name on both accounts and the statements now come with my name on them.  Ever since then I have not been able to access our accounts online.  My cell phone died last week so I went to the store on the same day (Thursday) to get a replacement.  When the agent puts my social in the system, they are unable to pull up financing for me.  I remembered that I had a freeze on our credit so I put a pause on it and went back to the store on Saturday.  Still not working, so on Sunday I unfroze his credit also and went back today, Monday.  STILL NOT WORKING!!!  I am convinced that the problem is because the accounts got messed up in 2025.  Will someone please help me!