This information does not match our records

My account is not able to login it tells me "This information does not match our records." Even though I just got my xfi box today a customer service chat person told me it's not available in my area even though it got shipped to my door today and my neighbor has it too I'm very confused and at my wits end I have no real human phone contact because when I try to schedule a call back I get a error screen please help.