Two accounts, two separate addresses, same contact info...please help

I had Xfinity services a couple of years ago when I was partnered. We have since split and moved away. I signed up for NOW internet last week for my new apartment; when I input my phone number, the site informed me that I had an account already associated with this number: did I want to link the accounts, or create a new one? I chose to create a new one. I created a username, password, etc. I input my new address, and the site confirmed that my equipment would be sent out ASAP.

Today I scanned the QR code that came with my equipment so I could follow the set-up instructions. I downloaded the app, logged in, and...all of the account information is for my old account. I have tried "linking accounts" as I've seen others on these forums suggest, but it isn't finding the new one I set up. I cannot get an answer out of any of the automated or messaging systems, and keep ending up in a loop when I call the number. I've seen that I should direct message Xfinity but I haven't seen the ability to do that, so I'm creating a post in the hopes that someone else has had and resolved this same issue. 

I just want to set up my new internet, close my defunct account, and access my new one. Thank you in advance!