Account help

Hello,

I recently relocated from Maryland to Pennsylvania and couldn't transfer my service because my new apartment had the XFinity Gateway already pre-installed. So I created a new account and closed my old account but when I created my account at my new apartment it opened two separate accounts for the same address. I called and asked back in February for that extra account to be closed since I'm already paying on the other account under the same address. The account is still showing and the balance is still being added to even after it was asked for this extra account to be closed. How do I go about getting this resolved as every time I call the customer service number I get rerouted to the virtual assistant which I do not want help from. I would like to speak to an actual person about the issue but can't get anyone on the phone.