Received Cancellation Request Email When I Never Submitted A Request

I received an email today from online.communications@alerts.comcast.net stating my cancellation request is being processing effective today.  I never submitted a request to cancel my service.  I work in a critical servce and absolutely require internet connectivity to work remotely.  I have called customer service and have been waiting on a call back with none so far.  Please cancel this disconnection request immediately.