Setting Up Username - Text Verification Code Not Working

Note: This is my parents' account, not the account in question. I am only using theirs as I've been unable to resolve my issue elsewhere.

I am attempting to set up a brand new account for my new apartment. When I go to create a username, it sends me a text verification code. After submitting the code, I receive the message "This information doesn't match our records." No matter what I do, I always receive this message. How can I resolve this issue so that I can set up service? Thanks.