Chat representative offered $30 credit and now are taking it back.

Hello,

Not sure how to attach a screenshot...but here is the copy/pasted text:

From Agent,

No worries, as you have already renew the contract, I will help you credit $30from my end as this is the credit limit I can provide at one's account.

From You,

could we possibly escalate it to someone who could provide a higher credit? money is really tight right now...

From Agent,

Okay, then I will have to request you to contact our call team to get this solve as they have the access for higher credit option.

I called in again since I never received a callback. Been on the phone for the past hour and no one can seem to match what the original chat representative said. Seems shady that Xfinity won't honor what was said over chat? The phone represenatives stated that the best they can offer is a $10 credit because they don't have access to the internal chat conversation. How do they not have access to the internal chat conversation? Isn't this saved for reviews of the agents?? 

Really not sure what to do at this point...I just can't believe Xfinity wouldn't honor what a chat representative already offered. Terrible way to do business IMO.