mr ballard seem to be helpful. hope he has helped you. if not, i'd say report them to the better business bureau AND the internet crime complaint center ic3.gov. no one should go through this. comcast should also have some level of ownership here. they accredited them so that means they qualified their veracity & integrity. in any case, my friend had very similar experience with them until she told them what she was planning to do (reporting them if they did not act). her issue was resolved in a couple of weeks after monthssss of being agitated with them. goodluck!
