Xfinity mobile account showing old address

I ordered a new phone via customer service and they assured me that my address was being updated on the backend. I got the order confirmation and it had our OLD ADDRESS. We moved 2 years ago. We’ve had internet, cable and phones at this address for TWO YEARS. I contacted customer service today to hopefully get the UPS delivery updated to my current address. Rep opens a ticket and tells me that I need to upload proof that I live in the new address (THAT WE HAVE HAD XFINITY SERVICE AT FOR 2 YEARS). And the tracking number (FOR THE PHONE THAT XFINITY SHIPPED ME). Please help me with this disaster. I’m so close to cancelling all of our services over horrible customer service. 

@user_htgjwt

Thanks for reaching out to us, we do apologize for any inconvenience, as it's very strange that the mobile order for the phone was not shipped to your current residential address. We'll be happy to take a deeper look into this so we can get this resolved for you.

To get started please send us a direct message including your first and last name and complete service address

Here are the detailed steps to direct message us:

1. Click "Sign In" if necessary.
2. Click the “Direct Messaging” icon.
3. Click the “Start new conversation” (pencil and paper) icon.
4. In the “To:" line, type “Xfinity Support”.
5. As you type, a drop-down list will appear. Select “Xfinity Support” from that list.
6. An “Xfinity Support” graphic will replace the “To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press “Enter” to send it. 

How to: Direct messaging within the forum | Xfinity Community Forum