Hi there. Thank you for posting here in the community and making us aware of your situation. That is definitely a frustrating experience and I'd like to take a look at your account to help out with why that happened and what we can do to fix. Does that sound good?
Please send me a PM with your first and last name and we can go from there. To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.