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Comcast set top box class action settlement

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Comcast set top box class action settlement

I received an email from Comcast/Xfinity on 2/28/2020 confirming I was receiving a settlement amount of $59.90, which could be used either on a current bill or set up for movie rental.  I opted for movie rental.  I noted that when I clicked the Coupon activation button, nothing was happening.  

I did rent a movie, and it was on my bill for $5.99.  I have been unable to contact a human, however I was able to get this charge removed.  I need to know why this settlement is not being handled properly by billing.  I assume this settlement is not handled properly by Xfinity.  I have tried many times to contact regarding this issue by email, phone, your chat application and still can't get any information.  I need information on this before I go to Dish or At&T