Unauthorized user on my account . Cannot shop for plan. Need e-support, not phone.

I canceled my internet service earlier this year. I was looking to possibly rejoin. On Monday, I browsed the Xfinity web site for plans. I then did a customer service chat to inquire. I did not purchase the plan, because the modem was not in stock locally, and Xfinity wanted to charge me to ship one.

Today, I logged in again. I wanted to see if the modem was now in stock. To my surprise, I could no longer shop for plans. The web site tells me to contact the account owner. But that is me. In addition, I got an e-mail on the third stating that my xfinity ID is now linked to another account. The email says to use "chat with us" if something does not look right. I did the chat, but the rep insisted nothing was wrong, and even if there was, that he couldn't do anything about it, recommending I call. I am not going to call because I can't paste the e-mails and errors I received from the web site over the phone. Is there anyone at Xfinity who can actually help with this ?

[Edit:PII]