Xfinity membership rewards - need to bridge/correct tier

My account all of a sudden no longer shows my Xfinity Rewards and Membership Status (was already at Platinum), and says that I am ineligible for the membership because when I moved to a new home, Xfinity processed it as a "new account" when really it should have been a transfer of service. I've been with Xfinity consistently since 2018 with tv, internet, and mobile services. No one has been able to resolve this issue and restore my status back to Platinum.