Requesting documented credit + missed-appointment compensation: 10 days down, two no-show installs, escalation closed with no contact

I am requesting a documented credit and a written explanation, and I am posting publicly because two separate escalations have already been opened and closed without any contact to me.

Facts:

- I moved between two apartments inside the same building. My service has been down for 10 days.

- Xfinity scheduled an install for Fri Sep 5. No technician arrived, no call, no text.

- Xfinity rescheduled to Mon Sep 7, 1:00-3:00pm PT. No technician arrived. During that window a live chat agent told me the technician "has arrived and will be with you shortly." The order notes show the job was actually placed ON HOLD at 1:07pm PT on a technician note claiming he could not access the apartment and got no answer on the callback number. Someone was inside the unit the whole window and the number was answered all day.

- An escalation ticket was opened and then closed with zero contact to me.

- The next available self-service appointment is Friday Sep 11, which would be day 14.

I was told by an agent that no billing occurs at the new address until activation completes. I want that confirmed in writing on the account.

What I am asking for:

1. A documented credit for the full outage period.

2. Compensation under the missed-appointment policy for two failed appointments, both of which cost a full business day held open.

3. A written statement of why the order was placed on hold without anyone notifying me, and by whom.

4. Confirmation of exactly what has been or will be billed for this period, including any install or activation fee. I am not paying an install fee for two installs that did not happen.

I would rather have working internet than a credit. But after 10 days, two no-shows, and being told in chat that a technician was on site at the same moment the job was being frozen, I want both the service and the account made right.

Can someone from the team confirm the credit and the billing status in writing?