Open Ticket Questions

I have been trying for over a month now to transfer my service to my new house. I was originally given a ticket number that I never heard back on and when I called back, no one could find. The person then guaranteed me that service was available in my area and set me up with a new plan before realizing I wasn’t yet ready to transfer it- just wanted to make sure it was available. I called again on Thursday and was told I’d get a call back about surveyors and never did. I called again today and was given a ticket [Edited: "Personal Information"], was told I’d get a call back about surveying, but was never asked for my phone number or email to verify any of this and the open ticket does not show up on my app under support open tickets. I just want to confirm that the ticket is actually open, that I will actually get a phone call back, and that service is actually available at my new house. If not, I was basically conned into setting up this new service with this “Apple Watch” addition and I am going to be very upset if that is the case. I would like to continue with Xfinity, but this has been very frustrating to say the least. 

thank you, I appreciate any help. My number is [Edited: "Personal Information"]