credit issue and cancelled lines

hey, im trying to get another line on my account and it doesn't seem to let me. i talked to multiple people on the support chat, as well as going into the store a few times. I had 5 lines, and was told to cancel one to add another since the limit was 5 lines. i cancelled one line and my line limit went down to 4. I was told my credit limit from xfinity was in the negative, and i cannot submit a request to have them re-run the credit since i just moved addresses and they need 9 months of on-time payments at the current address to submit the ticket. so I literally cannot do that since i just moved. i have years of on-time payments, and lost my platinum rewards status because of the move, which didn't make sense since i have moved before and they did not need to create a new account number like they did this time. what are my options? im looking to disconnect service since this seems like a widespread issue as per other forum posts and no one seems to get to a resolution