stop equipment shipping and frustrating system of customer service

I hope a customer service manager can help. I've already spent a lot of time on chat and on the telephone. I've been stuck in the maze of trying to get this resolved, with no luck.

I requested a move to a new address *without* equipment because I'm using my own. I then got an email saying that equipment is being shipped to the old address. 

The relevant info: we're *moving*, so may not be here to get or refuse the package. I don't want to be charged for equipment I never requested. I don't want to have to deal with returning unwanted equipment. (My account does not show equipment rental, so that's apparently good.)

The individual people I chatted and talked to were lovely and did their best--the problem is with the maze of a system that is very frustrating. [Edited: "Inflammatory"]

How can you, Comcast, help me with this equipment shipment that I don't have time to deal with?