Service address not mine

I have attempted to order phone plans online and when I go to pay, the service address is in a state on the opposite side of the country. I don’t have a mobile account yet when I attempted to purchase the phones it said I had an account. So, I do a bunch of bypass things and biometrics, forgot password type things, and I have service in another state, my name dob and ssn bring up the account but it’s not mine and I can’t order phones without getting the address changed or they get the new phones too.