Assistance verifying MDU technician ticket submission

I’m not going to go through the entire run around I have been receiving for the past week and the 7 or 8 customer service reps I have spoken with all who have told me different things, given me different numbers to call, or in most cases try pushing me off to go online and do everything myself because I have a “self-service” NOW account. Despite have a “self-service” account, if help is needed and requested, they should have the access and ability to help me. If the truly do not have the access or ability to help the customer, Xfinity really needs to reassess their processes and procedures and customer service. 

I am trying to set up service and had a technician come out who told us the line was damaged and we needed a new line ran to the apartment. He supposedly submitted a ticket/request for us to have the proper tech from the MDU team come out, but we have not received a call from anyone in a week to set up the appointment. I be been told that there is a ticket and then I’ve been told there is t a ticket and I have to call another technician out because they are the ONLY ones who can submit a ticket or request of this type. Any help verifying we have a ticket and getting a tech scheduled is appreciated, but if not, then I will just look at canceling the service and move to a different provider.