Agent gave contradictory pricing and abandoned chat

I am requesting that an Xfinity supervisor review a recent live-chat interaction with an agent named Rohan.

During the chat, I explained that I had moved to a residence where internet is already provided and that I wanted to cancel my existing Xfinity internet service while keeping my Xfinity Mobile service.

I specifically asked whether canceling internet and moving my mobile service from the 5th-generation plan to the 6th-generation plan would allow my mobile bill to remain the same. The agent explicitly told me, “Yes, that’s correct,” more than once.

Based on those representations, I agreed to proceed with canceling my internet. The agent then quoted an estimated mobile bill of $116.56, despite my current mobile bill being $94.65. When I pointed out the contradiction, he said he was working with the Mobile team to get the price to remain the same.

The interaction also included being instructed to troubleshoot and unplug internet equipment at my new residence even though I repeatedly explained that the equipment belonged to the homeowner, the service was working, and I was not seeking troubleshooting.

Toward the end of the conversation, the agent offered to connect me with the Mobile team. I agreed. The chat was then marked inactive, although I continued responding. I sent additional messages and received no response. The chat ultimately showed that the agent had left.

I have screenshots documenting the conversation, including the repeated statements about my mobile bill remaining the same and the later contradictory $116.56 estimate.

I would like an Official Xfinity Employee to help me:

Have the complete chat transcript reviewed by a supervisor or quality-assurance team.

Confirm exactly what changes were made or scheduled on my account.

Determine what my mobile bill will actually be after the internet cancellation.

Document the pricing representations made during the chat.

Provide a complaint or case reference number.

I can provide my identifying information and screenshots privately when requested.