Peacock issue- unlinking old accounts

I have a customer that is trying to activate his new Peacock subscription because its included in the Disney + Hulu streamsaver package with 1 GIG he just signed up for. He has an old peacock subscription as well that he did pay for. He needs to unlink the old account but we took him through all the steps to get there http://customer.xfinity.com/settings/xid/linked-accounts to remove any old accounts. He couldn't find the option to unlink it on the old account. He is elderly and very frustrated at this point. A document I found said the Xfinity forums could do this on the back end for the customer. is this possible? The Acct# [Edited: "Personal Information"]