rewards

We've been Xfinity customers since 2002, first for three years in Albuquerque, NM then for the past 20 1/2 years in Gig Harbor, WA.  We recently moved to Newcastle, WA and kept Xfinity services.

I realize that a new account number was made with each move; however, I do not understand why we lost all Xfinity benefits when we moved.  In the app, when I type in benefits, I get a message that states that I am "not eligible for benefits"...even though we held Diamond status for our 20+ years of paying Xfinity for its services.

Twice I have contacted an online representative to see why our status was deleted, each time I was transferred to a "supervisor" or had one call me back.  Each time a ticket was submitted.  Each time I received a text stating a ticket had been submitted, and each time I immediately (within a minute or two) received another text stating the ticket was closed and had been denied.

I'm getting to the point that other companies are looking a whole more positive (as well as more affordable) than Xfinity.  We're not the type to jump from company to company...hence the 23+ years with Comcast/Xfinity.  (We've had AT&T for over 20 years, too.)  

But, this instantaneous denial of something we have earned with our longevity with Xfinity is ridiculous.  

Speaking with an AI agent is frustrating.  Speaking with an online rep can be, too.  The last customer service supervisor I spoke with assured me that she was submitting a ticket with the full information in it.  Then, just like that...the denial text, "case closed", came in.

Is there such a thing as customer service at Xfinity any longer?  Technicians who have come to our home(s) have been terrific.  But, trying to get something resolved with our account has been tedious at times.  

The silly "rewards" aren't even the main problem.  I have found that over the years, the higher rewards tier has gotten us better response to problems.  But, now we're at the bottom of the ladder once again.

Is there a solution to this...other than us looking into other providers?  I have spent way too much time trying to find out this past week.  But, this is my last-ditch effort. Then...we'll see.

*I do realize that Xfinity has started some new "benefits" system ... but now I'm told that not only has our Diamond "status" disappeared, but I am "not eligible for benefits".  
SMH...not the way to treat customers, Xfinity.  And, just a wild guess here, but I bet I'm not the only customer who wishes you'd ditch the AI system of "customer service".