You are not alone (in your dilemma) but--actually--you ARE "alone" in line....waiting patiently (or impatiently)....perhaps calling Cloud Desk repeatedly....but, still alone. The good news, though, is that you can vent a little bit here. And maybe you'll be able to find your last message a few days later and discover that you've been "invited" (perhaps invited to "reach out" via private messaging) by a thoughtful Comcast employee.
As if you hadn't done that already when you called the Cloud Desk, but, yeah... you are alone. Good luck!