No phone service but being billed

We transferred our account to a new address this year.  Account was established in July.  Unfortunately, the account was established as new instead of a transfer our our old number did not transfer (we want it back) and furthermore, we don't have phone service at this address.  Never have. modem reset MULTIPLE times.  I've called, I've chatted, and ultimately get disconnected or on standby forever!  today with to a store and they said they could not help and we could not get a credit.  I have no way to stop the madness except to close my account but don't have other options.