How to handle Executive Customer Relations team member not returning calls?

I had a situation on my account approximately 6 weeks ago where my account name was changed to a derogatory term. I have spent close to 30 hours on the phone across many dozens of phone calls trying to get this issue resolved and a credit applied to my account, as Comcast has done for other customers in years past who experienced profane name changes. I have been assigned an Executive Customer Relations Specialist who is supposed to be handling my case. When last spoke on 6/4/2025, when this agent assured me someone from their leadership team would be in touch within 24-48 hours. That window is now long past and I have received no contact from leadership. The Specialist assigned to my account does not answer the phone when I call. They have not returned any of my voicemails. They have sent one (extremely brief) email "update" which contained no new information about my case or the timeline for when I can expect the credit which has already been promised. The office of Tom K. is advising me to communicate solely with that Specialist to resolve my case, with no acknowledgment that the Specialist's refusal to communicate with me is the source of my present issue.

Is there anyone I can speak to besides this Specialist--who is not answering or returning my calls--to get a resolution and the credit I have been promised?