Number lock won't turn off?

Hi there, I have gone through the steps to attempt to unlock a number on my phone plan. I have tried using my personal log in and the assigned comcast username as well, no matter what log in I use (or device, I have tried my phone, my husbands phone and a laptop) I land on a page that says "You do not have an account, shop for devices here". I have had comcast for 10 years, mobile for going on 5 years now. What? No account? It has been a nightmare that I have been trying to solve for the past month now. Started off with my phone lines not being "active" (they were *actively* being used, I was paying the bill), then the phones showed up at an address I hadn't lived at for 4 years. 10+ hours on the phone with customer service, multiple chat attempts and going in to the physical store twice, I finally got the phone lines under the correct address. Old address still shows up as an account but whatever at this point. Just called customer service and all he did was walk me through the process of identifying the "turn off number lock" button 7 times, despite me telling him I was still landing on the same page. Asked to speak to someone else twice, his response was "OK so try logging out again and use the other account username" both times. And now I find out I can't even cancel the phone line in question, because, oh, that's right, the number is locked. To sum up my questions: Xfinity, why can't you get your act together? Why am I still paying you buffoons?

Also, yes I have tried to see if the number is attached to the other address popping up, it is not. Not that that means much, the lines didn't show up at the old address either and people in store had to access the lines through prior purchases made.