xfinity mobile representative ordered new phone to the wrong address

We recently tried to trade in and order a new device on the xfinity mobile website. However, the checkout screen was forcing us to ship the phone to our old address.

For context, we have service in our new address but still have an old/unused account with our previous address. Even though our internet and mobile service address matches our new address and is under our new account, the checkout screen was forcing us to use our new address.

So, I called xfinity to update the address and they just ended up placing the phone order for us. Before I confirmed the order through my email, I asked them three times to confirm that the phone was going to our new address. 3 days later, I check the UPS shipment and it was being delivered to our old address. They also added a new line and randomly changed the names of our existing lines for no reason.

I've attempted calling UPS to update it but they won't allow me to change the address of the package since I am the one receiving it. They said it has to be someone from xfinity to update the address.

I went into two different phsyical xfinity stores and explained the situation. The reps at the first store did not know what to do. The second store was the one who told me I could update it myself on UPS website (that was wrong). I chatted with 2 different representative who have claimed to update the UPS address and then started pushing random device deals and promotions. However, I never got an updated tracking number or email with the updated shipment when they claimed I would have. I also don't see any support tickets open under my account.

I'm honestly at a loss on what to do next. I have no idea who I can go to so that I can get this UPS address updated.

Rant:
Chatting with xfinity representatives feels like I'm talking to a hallucinating AI bot. They will say anything to please me and then they push device deals and promotions. Apparently it takes forever to do a simple task and then in the meantime, they want to chat about new promotions so they can get an incentive. Once I say I'm not interested, the simple task is magically done and then I will receive an updated tracking number, or I will get an email or text about the support ticket being created, or I will receive the device in 2-3 days. Literally all lies just for me to get off the chat and they can say it's solved.