Hi, ckato916! In order to send a private message, you have to post publicly first. Sending unsolicited messages to any user or moderator is a violation of our forum guidelines - https://forums.xfinity.com/t5/Customer-Service/Private-Messaging/td-p/2936832.
I can address your issue, if you send me all the details, photos, and your first and last name in a private message. You should have access now. Click on my name ComcastElla, then click Send a message.
@ckato916 - Thank you! I got your message and replied back. The issue has been escalated to the local team and they will contact you directly.