Diamond Membership - 150 Hours DVR Perk lost when exchanged cable box

I received an email congratulating my Diamond membership (a 44-year customer), and as stated, I didn't have to sign up.    My prior plan had 20 hours of DVR service.  I was automatically upgraded to 150 free hours.   Unfortunately, my cable box lost power, and it was exchanged for a "newer, upgraded" box.   However, when I hooked up the new box, my hours returned to 20 hours of my recordings, with the others being removed.   Spending much time and getting nowhere with an agent on  Xfinity Assistant, I was told to phone for help.   Upon sitting on hold the prior day for 1 1/2 hours and never connecting with a real person, I have no desire for another repeat.   I am hoping someone from Infinity could please help?   All I want is to have my 150 hours' rewards/bonus returned to my account and my old recordings returned.    Any help will be sincerely appreciated.   Thank you.

BTW...I was unable to read the webpage as a new member of this forum; every time I tried to scroll down a line, it immediately jumped to the bottom of the page.