Lost All After Transferring Services to New Address

Last September, I moved from western Massachusetts to the North Shore.  Approximately one month before my move, I went in-person to an Xfinity store and spoke to a Customer Service rep about moving my services.  He went into the computer, pulled up my account, and entered the details for my upcoming move. I thought I would be all set, but that was not the case.

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I’ve been a Comcast/Xfinity in good standing for decades, and was at the Diamond Tier in the Rewards program.  Over the years, I accumulated a large library of movies I purchased through Xfinity OnDemand.  I purchased movies, rather than renting, because I was told that if I moved, ALL would be transferred with my services.  Instead, after I moved, I lost hundreds of movies, worth thousands of dollars. I also lost my Diamond Tier Reward status which I earned after decades of being an Xfinity customer. There must be some way of resolving this, especially when I purposefully chose to keep my Xfinity services at my new address rather than choose an alternative.