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Was told I could switch from business to residential but now ticket is being ignored

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Was told I could switch from business to residential but now ticket is being ignored

I was told by a representative from Comcast business to call Comcast Residential and they would handle transferring my internet service to my existing residential cable account.   I called Comcast on 12/4 and a ticket was opened.  The representative told me that this transfer of service could be done. The ticket # is 048029660.   

Today I called for an update on this ticket and was told nothing had been done and the representative said this transfer could not be done and I had to call Comcast Business.   I asked to speak to a supervisor multiple times and was ignored. 

This is very frustrating and is directly related to Comcast Business saying I am in a 3 year contract.  I have been a customer for 5+ years and do not remember seeing anything about a 3 year contract.

Can someone please tell me who I need to contact to get this resolved?