Xfinity Mobile account showing another person's name, address, and email — two active lines affected

I've been an Xfinity customer since May 2024 with internet and two mobile lines. Earlier this year I transferred my internet service to a new address here in Minnesota. The internet transferred correctly. The mobile lines did not.

On September 6 I spent roughly two hours in chat with three different agents. What they found: my two mobile numbers show as active under a different person's name, at an out-of-state address I have no connection to, with a registered email that is not mine. I have both phones in my possession. I pay the bill every month from my own card. Billing notices still come to my email address.

One agent offered to email my billing statement to that third party's email address. I declined.

I was told the lines could not be corrected to my name and that my only option was to cancel them and accept new numbers. I declined that as well. These numbers are tied to two years of financial, medical, and school accounts.

I received a follow-up call stating this was being handled as a potential fraud case and that the lines would be restored to my name within seven days. That was over a week ago. Nothing has changed. I also still cannot view my mobile account online or in the app — it reports that I have no service.

I am currently preparing consumer complaints under the Minnesota Consumer Data Privacy Act and with the Minnesota Attorney General's office, along with an informal complaint to the FCC regarding the handling of my customer proprietary network information. I would much prefer to resolve this directly here.

What I'm asking for:

1. Both existing numbers corrected to my name and current address, in place — not cancelled and reissued.

2. A port-out freeze and account PIN placed on both lines while this is open.

3. The account change history showing when, and through what channel, the name, address, and registered email on my mobile account were altered.

I have the ticket number and the full chat transcript, and can provide them by direct message.