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Hello @user_dqd3zt and thank you for reaching out via our Xfinity Community forums.  It sounds as if you may have had a frustrating experience, and we never want that for our customers. 😀

We can assist you by reviewing your account with you and ensuring your request is properly addressed.

To get started, we would request that you send us a direct message (I'll include a guide below on how to do that.)  Please include your full name, and the service address for the account in question so we may locate the account. 

Once we have you verified, we can work with you to ensure you receive the resolution you are seeking. 

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
3. Click the "New message" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…