Dvr wiped

Yes, it's Comcast/Xfinity's favorite disgruntled customer. Here's my problem: I tried to seek an answer to it. I discovered earlier this morning that my DVR has been wiped clean. I contacted an agent through chat who said someone from the backend team would contact me in 2-3 hours. I allowed the day to pass and decided to check on progress or if anybody had any answers. I spoke with 2 or 3 different ladies who transferred me each time. I finally got transferred to home security. I gave up at this point and decided to give this my last shot. I still would like to know why my DVR was wiped - that's definitely for sure. I would like to request a company-wide understanding that, whether it's by phone, text, or telegraph (lol), the customer has no idea or control over who picks up or begins the conversation. All we know is that we are calling and texting Xfinity. I simply put 'chat with agent,' and the electronic roulette wheel did the rest.