Wrong reward tier-Diamond did not transfer

I am having a very difficult time getting an incorrect tier status corrected. We have been long-time Diamond tier rewards members and Xfinity customers since at least 2007. In June of 2022 we added a second Xfinity account to a new additional address and had the two accounts linked. In the summer of 2023 we sold one property and closed the account on that property. The rep at the Xfinity store said our Diamond level would stay with us and transfer to the other address, but it never did. We had continuous Xfinity service without any gaps.

 

I have been to the Xfinity store twice, with both reps confident it will be fixed (11/27 and 12/4). The first rep told me it should be fixed in 24-48 hours. The second rep escalated it up to his manager to oversee the situation. It has been three weeks now since my first inquiry and nothing has changed. Two case ECMs have been opened and closed simply saying "There is no further action required". When I select Rewards in our account it says "We can't offer you rewards right now" and the "account isn't eligible for rewards". The website does give a "join rewards" option which I have not done as I do not want to potentially mess up the current process of correcting the Diamond tier. There has been no communication once I submit the issue and this whole situation is very frustrating. We would like to get this resolved asap.