Tenant Blacklisted By Comcast

Good Morning, 

I'm having an issue where my organization's email domain has been miscategorized as spam by Comcast's filtering system; leading to the following error:

Remote server returned '530 5.1.0 <email> sender rejected'

I know the error originated from a student account compromise where the student's email address was used to send out a few hundred spam phishing emails to mostly @comcast.net users; and while we've implemented measures to prevent this from happening again; our staff does need the ability to contact parents, many of whom have comcast email addresses and are getting blocked currently.

We placed a ticket in on the Customer Security Assurance department; but later decided to follow up with a phone call as well. 

On Friday 2/27 my coworker contacted CSA (888) 565 4329 and after working with the Level 1 technicians was advised they 'had not visibility' into whether or not we were being blocked by Comcast and was told to contact Microsoft (we utilize Microsoft Exchange) or our ISP, despite being given the error code stating it was Comcast blocking our tenant. 

Later that morning I followed up with a call to the same number; and was told it was likely a 'browser issue', but after telling them that I was a Comcast user at home, they were suddenly able to run health checks and confirm that we were in fact being blocked by Comcast, and was given a ticket and escalated to 'Level 2' support. 

Level 2 support told me they could see that our tenant was indeed being miscategorized as spam, and they were submitting the changes to resolve the issue; and that I should be good in two hours. I waited three, and was still being blocked; so I called again. 

This time I was told 'sometimes if Comcast has a lot of users reporting the previous phishing emails were being marked as spam' that they would need to 'remove us from spam' twice; and this time to wait four hours before testing again. I waited overnight and on Saturday 2/28 I followed up with another call and was told that I needed a new ticket; and that 'Level 2' would call me back within 24 hours. As of Monday morning our tenant was still blocked and I had not received any follow up. 

I called today 3/2 and was immediately escalated to 'Level 2'; who asked if I had submitted a ticket on the CSA website, to which I advised yes originally and that I had spoke with Level 2 three times already, and was told that 'since I put in the ticket online' I had to wait at least 3 business days for a reply; and that if my issue was not resolved by 3/5, then it was OK to call back for support. I asked why I was told 3x that our tenant had been removed and to just wait; and was then told that Level 2 cannot actually remove us from spam; and that the three previous engineers I had worked with had all misinformed me that all I needed to do was wait for the changes to go through. 

I understand that there are likely far more urgent tickets at Comcast that need addressing; but there have been a number of posts on various forums of people with my issue who struggle to get it addressed; so I don't think my experience was a one off. I've been with Comcast for 17+ years and can confidently say that if this is indeed the new support experience that I'll be cancelling my service and migrating to AT&T.