The vast majority of posters here, are users such as yourself. Once in a while an employee will post as an anon [such as you did] and answer Technical Questions. This is a privately owned site.
When posting you should have seen this description of this forum -
""The Comcast Cable TV forum is a members helping members forum for discussions about Comcast's cable TV service; its use, availability, features, customer service issues and general information. All high speed Internet issues should be discussed in the Comcast HSI Forum. ""
There is a direct e-mail to reach a special team, that I do not know at the moment, and hopefully some of the others that frequent the TV Forums and/or HSI Forums will pop up with some direction.
Other than that I am a little confused as to what your issue entails? To be honest, I am just a regular customer and have not really have had problems with them.