Xfinity Construction Request

I am trying to get a new line installed at my property and was told that I needed the construction department to install a new tap. They requested that I send in a check for $1600, which I did and now I can't get any information about the construction progress. The check has been cashed, I have a ticket number, but no one can tell me anything about the status or when construction and installation will be complete. Is there anyone here who can help me? $1600 is a lot of money to pay upfront and then get zero updates or info...