Charged for Home Visit after being told I would not be charged

My internet was spotty for a few weeks. The past few times, I used the Xfinity app to diagnose my issue. When I opened the app again this last time, it told me to schedule an appointment with a technician. It did not say there was a fee when I made the appointment. When the technician came and said he needs to replace the Internet port piece in my wall, I asked if I would be charged. He said no. Then, on my next bill, there is a $100 charge for a home service visit. I then reached out via chat and requested this charge be removed, as I was not told of a charge when I made the appointment, and when I asked the technician in person, he said no. The agent via chat said the issue was being escalated and gave me a confirmation number. I asked if this number means the $100 charge would be removed. He said yes. 5 days later, I receive a text and email saying my request was denied. It also said my ticket was closed, so there was no easy way for me to follow up. I have the screenshot from the agent confirming the charge would be reversed, and I am reaching out again to request Xfinity remove this charge from my bill.