Downed cable line - removal needed

Hello,

Two weeks ago a storm broke a branch onto the cable line which now droops across a road and my driveway from the utility pole. I've called customer service four times and each time am told that the previous ticket was closed or a new technician would be out "soon" as they didn't have the correct "tools". I can send reference numbers and more information via direct message/email/phone. No branch is on the wire and the wire still hangs so I'm not sure why the ticket would be closed or what tools are needed. No one from Xfinity has ever contacted me with an update. Can someone please remove the unsafe cable line ASAP?