Billing Conflict: Original $75 Loyalty Order Cancelled by Agent Error; Forced to Sign $110 Agreement for "Manual Override"

Hello,

I am a 14-year loyal Xfinity customer in [Edited: PII], and I need help restoring a confirmed loyalty price that was lost due to agent error.

The Situation:

1. On a recent call, a loyalty agent provided a 5-year price lock for 1 Gig internet at $75/month (which would be $65 with Autopay). I received the confirmation email for this order.
2. Shortly after, another agent accidentally cancelled this pending order while assisting with a different inquiry.
3. A subsequent agent informed me the $75 code was now "locked out." To fix this, they stated I must sign a new agreement for the standard $110/month rate so they could open an [Edited: PII] for a supervisor to manually override the price back to $75 in the backend.

The Conflict:
I now have two conflicting confirmation emails—one for $75 and a later one for $110. I am extremely concerned that the $110 agreement I signed under the agent's direction will become my permanent rate if the override is not processed correctly.

Request:
I have a recording of the agent’s guarantee that the $110 would be overridden. I am requesting that a Digital Care specialist review my Interaction History and the ECM ticket, void the $110 agreement, and manually provision my account for the originally promised $75/month 1 Gig loyalty rate.

Thank you for your help in resolving this.

Additional Request for Compensation:
In addition to restoring my rate, I am requesting a goodwill credit for the 5+ hours I have spent on the phone this week. This situation was caused entirely by Xfinity's internal agent errors, and as a 14-year customer, the time and stress required to fix this has been unacceptable.