Hello, vmitranspo78! Welcome to the Xfinity Forums.
I'm glad you reached out to us with this issue. I would be more than happy to review your account with you and see what I can do to help. Please send me a private message with your first and last name so I can assist.
To send a private message, click my name "ComcastTambrey", then click "send a message".
So - I reached out with details and then I was ignored. Can anyone seriously help me, or will I be stuck going into a store?
This is a message board and not real time "chat". No one is ignoring you, but given the time of night @ComcastTambrey requested information, you might want to be patient and wait for her to come in to work again so that she can respond to your PM.