ECM Ticket Not Being Resolved

I tried to put  pin on my SIM card last Friday in order to protect it as I was receiving scam text messages. I entered the pin incorrectly three times which locked me out of my phone. I went to a Comcast store and they were able to get me a PUK code, however the prompt would never come up on my phone to enter the code. The representative suggested deleting my current SIM and downloading a new eSIM which he tried. He discovered the eSIM cannot be downloaded because there is a block on my phone in error. This phone was initially lost in shipping in January of this year, but did eventually make its way to me. I can only assume Comcast put a block on the SIM when it was lost and never removed it. Anyway, the block has to be removed off of my phone before a new eSIM can be downloaded and it’s been six days and my ticket has been sitting in the status of being “reviewed” and I was told it’s been escalated, but nothing is being done. I was promised last Saturday that it would be fixed that day, but it wasn’t, then on Sunday I was promised it would be fixed by Monday of this week (Dec 1) which it wasn’t. I am getting a different status each time I speak with support and I have no idea what the ETA is on resolving this issue. I have been without cell service and very limited text messaging for six days. How do I get a superior involved so that I can get this block removed and a new eSIM downloaded to restore my cell service? This is disrupting my business.

Thank you