Account Problem-Awful service

We have been w xfinity for close to 17 years. We got behind on our bill due to spouse being out of work. Last Sat-4/4 I chatted w agent whom I asked if it was ok to change my payment arrangements to 4/8. He said yes and supposedly changed it. I confirmed the card he set it up and confirmed that my service would be secure until 4/8 when I could pay. 

Woke up 4/5 services were off. The person on 4/4 set up payment wrong-did it as scheduled payment sand did not cancel 4/5 payment so card was declined and services off. Called 4/5 and asked about setting up arrangements and told services will not be turned back on until I pay. Was offered a "Lotalty 50 " program where if I paid 561 then the additional 561 would be forgiven and services back on.  I did not have that amount so was unable to do that. Spoke and/or chatted w several people between 4/4 and up until this morning. Chatted w one individual and spoke w several people this morning.  Last night 4/8 called and asked about the loyalty 50 program. She put me on hold and told me yes it was an acct option for me. She tried to run my card but it declined. I had ablock on my card I forgot about it for transactions >500. Due to time of day  coukd not contact credit union as they were closed. Took block off this AM and called again and asked a out loyalty 50 program. I was told no my acct is not eligible and I was given wrong information.  Spoke w supervisor whom I told about the 50 offer on 4/8. She said she'd listen to call and call back. She failed to call back. Called back again was told yes my acct is eligible but only the retention dept can apply to my acct so was transferred to retention pers6who said there's no such things loyalty 50 program. I spent fro. 0530-0715 on the phone w no resolution. Finally I just paid past due amount because I had to work-I work at home and I needed internet. I called back and spoke with someone in the supposed collections billing dept. I asked about applying the loyalty 50 credit to my acct now--after the fact. I also discussed the number of people that I spoke snd I was told I can get a discount on my bill for 6 months, yes I can get this but not or get that but  ot this. It was appalling how I was told something many different things and everyone supposedly works for comcast. I was told by 4 xfinity agents my acct is eligible for loyalty 50 program. The person this AM said she'd request a credit from the "ticket team" Their response was "we donot credit fir false misinformation so no credit will be given". Over the past several days there only 2 people that seemed to want to go above and beyond, help, find out what is correct vs what isn't, what they can or cannot do. The dozens of other agents were awful. Most rude. Calls were dropped and my phone number was verified yet never received call backs. I am to the point where we need to start looking for another internet and cable company. So essentially what I feel like I was told this morning--I am wrong, I lie, and we do not care about you or your business. It is shameful  

So my ask is that the loyalty 50 be applied to my account ? Is that possible? Or what is possible? 

Can I receive a call?