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k i used to work for comcast, it works the same way there. in all honesty all you can do is get the ADDRESS of the customer complain dept. and write in a very detailed but not hotheaded explaination of what happened.
plus try and get the address of a local office where they can access accounts.
as for the "put in a request" thing, that too, is the way comcast works.
theres actually an adjustment supervisor who doesnt answer any calls, they just go through account by account, read the notes on the account (usually poorly written) and determines if the person deserves the credit.
unfortunatley, denial ONCE, will only further support them when they deny you again because they have documented that they already denied the credit once.
bass ackwards I know, I hated working there because there were so many people being screwed over.
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