caller ID name

My husband's phone comes up with a name that is not his on caller ID.  I recently purchased a new phone through Xfinity for him and hoped that might update to the correct information but it hasn't.  When I mentioned it to a couple of Xfinity employees during phone calls, they stated that his name was correct as far as they could see.  Every time I talk to an Xfinity employee, they are very personable but I feel like everyone just started last week and are learning the job on the fly.  They have no answer and don't know where to direct my call to get this resolved.