Status of internet after move

Hi-

I moved and transferred service. I've been trying to confirm that service is disconnected at my old apartment. I've activated and am using service at my new apartment but customer service keeps telling me I only have an order processing, which is super confusing. Also trying to confirm that I will be paying $25/mo (screenshotted the rate before ordering, $35-10 paperless discount). This has been really frustrating, I've been chatting with multiple agents and keep getting funneled back to the ai chat that then tells me it can't load billing/account details and there's an error.