Chat agent confirmed a plan change that was never actually submitted — no confirmation email, account unchanged

On August 15 I contacted chat support with one request: remove the gateway rental fee from my bill, since I had returned my Xfinity modem that same day and now use my own equipment.

The chat ran about 90 minutes across two agents. During it, my home internet was taken down twice without warning — after I had said in writing that someone in my household was working and could not lose the connection. I was pitched Xfinity Mobile three times and NOW TV once after declining each, and had to restate my original request at least six times.

At the end, the agent gave me an order number for a new 300 Mbps plan at $55/month (including a $15/month guarantee discount and the $10 autopay/paperless discount), confirmed twice in writing that the order was completed on their end, and said I'd receive an email confirmation within six hours.

No confirmation email ever arrived. As of today, my account still shows my previous plan and rate with no change of any kind, so the order appears to have never been submitted. 

I'm looking for help with removing the gateway rental charge retroactive to August 15, when I returned the equipment, and confirming no unreturned-equipment fee will be assessed.

I have the full chat transcript. Happy to provide account details privately if someone from the team can take a look.