Xfinity Downgraded Me from Gold to Silver After Moving — Anyone Else?

Hello, I recently moved, and when transferring my internet service to my new address, they created a new account for me and removed the rewards tier I previously had. I was Gold since I’ve been a Comcast customer for more than 7 years, and now in my new account I appear as Silver, as if I had just started a month ago.

I called Xfinity and the representatives who helped me told me that I had always been Silver, which is not true—I have the emails showing my previous tier. They also said that when a new account is created, previous benefits are removed, even though the Xfinity website clearly states that your tier is not lost when you move. Clearly someone doesn’t know how to do their job.

As a result, I had been told in a previous call that I had a $300 discount for a smartwatch, which I can no longer access due to the company’s poor handling of the situation. I’m not sure if I should call the company again, considering no one has been able to give me a solution or an answer.