Help with email account being shut down without cause

RE: Customer Security Assurance support experience

ATTN: Comcast Management Team.

Hello, we are longtime Comcast customers. We recently contacted your technical support to get help with one of our email accounts that suddenly stopped working. An error message would pop up when we attempted to access this email stating that its login credentials were incorrect and that it was no longer supported by your service. We attempted to to use its existing password to log it back in through the Thunderbird email client and the email section of the Comcast website. We continued to get the same error message. We took this step prior to calling customer service for technical support. What follows is a description of our conversations with your customer service agents over the course of two days. Every one of the agents I spoke to tried to convince me that the issue we were having was caused by the web browser we were using or the device we were trying to access this email account from. We think that is complete duplicitous nonsense! Only an employee from your company with administrative access would be able to flag one of our email accounts for the purpose of ending support for it and delete its login credentials. I did get good customer service from one of your technical support agents who was able to set up a completely separate login for the email account giving me the error message. This action allowed me to give it a new password. After that was done I could use your website to either log into that one email account or log into Comcast with our official Xfinity ID to access our other email accounts. However, when I did that the same error message would still pop up for the email account that was not working correctly. The technical support agent said he could not help me any further. He said he would create a support ticket number for me and that I would be contacted by your Customer Security Assurance team. The next day I spoke with an agent from Customer Security Assurance. I described the issue I was still having a problem with The agent asked me to log into your website using my Xfinity ID and go to the settings for the email account. I thought that the next logical step in this procedure would be for the agent to release the hold on this email account so I could enter its new password. I was put on hold. When the CSA agent came back on the line she told me to try logging into my account using using the Incognito web browser. I was already logged in to my account on a Windows PC at my workplace during my lunch hour trying to get this resolved. I told the agent that I was not authorized to install any software on a work computer. Incognito is a web browser app for an Android phone. I was talking to this person on my phone. I had to actually ask this agent if I could simply use the edit feature for the email account to finish logging it back in to your service. The agent grudgingly said "yeah". As soon as I input the new password everything worked correctly for both incoming and outgoing mail for this email account. The other reason it worked is that prior to speaking to your CSA agent, I had already succeeded in logging this email account in through Thunderbird. I had a friend of mine help me test it by emailing each other. No one I spoke to at your company ever took any kind of responsibility for what actually happened. They all kept trying to convince that a web browser or device was causing this issue. Only someone with the level of access to our account that your CSA agent had could have created this problem for us! The fact that your agent had to release the email account so I could finally finish logging it in is proof of that. No one from your company has checked in with us to confirm that everything is working properly. We have Not received a decent apology. I told the CSA agent that we felt that we deserved to compensated by your company for what happened to us. I was ignored. I hope that other Comcast customers who have experienced similar situations read this post and find it helpful. We are seriously dissatisfied the service we have received from you. If we had any other option we would use a different service provider. Sincerely [Edit: Personal Information]