Extremely frustrated with Business Class Website & Email

I have been attempting since 4/9 to create either a forward or an alias for an employee who recently left our company.  I opened a support ticket on 4/9 and at that time was told it would be elevated to tier 2.  On 4/14 I called back and was told my issue was resolve (it was not) and at that time I was told my issue would be elevated to tier 2.  I called back this morning as this is still not corrected and was told AGAIN that my issue would need to be elevated to tier 2.  

Simply put here is my problem:

I need email sent to danac@mydomainemail to forward to jill@mydomainemail.  Pretty easy right?  I've tried creating an alias from the "Primary Manager" account, from the jill@mydomainemail account and via a "Services Manager" account.  Each time I try to create the alias nothing happens ... yes I do wait several minutes (and days even) to see if it will take effect.  I have also tried to create a forward as an other option and receive an error each time I try to save.  I have also attempted this using both chrome and firefox.

When my company first signed up with Comcast I was told we would have this type of control over our domain email accounts.  Now, our company is losing money and business every single day that thanks to Comcast.

Am I incorrect in believing that this should be a simple fix?  Also why is it that each time I call tech support to check on an open ticket the operator on the phone blames the previous operator for doing something wrong??