Ticket

I understand your concern. To find more information, we'll need to review any previous tickets, account notes, and billing adjustment history related to the credit request. Please send us a direct chat message with your full name and complete service address to “Xfinity Support”
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Message” icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.