Your issue has been escalated to the Comcast Team available to the Forums. A member of that team will reply to your post as quickly as they are able, so check back often.
In the meantime, please do not send a PM to an Official Employee unless requested because it is against the Forum Guidelines and the Acceptable Use Policy. You can read about our PM Policy here.
Greetings, Dixie818! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. We can't apologize enough to hear of the situation you have been through and certainly appreciate your patience. This is not the experience we want for you and would like to see what we can do to resolve this issue. Can you please send us a PM with your first and last name so we may further assist you?
To send a private message, please click the name "Comcast_Support" then select "Send a Message" on the right side.
Dixie818, Thanks for reaching out to us for support on this issue and I'm glad we were able to work together to get you some more information about the situation and what the best next steps would be. Please don't hesitate to reach back out to us at any time if you need assistance again in the future. We are always here to help.