Customer service agent didn't complete service, now Xfinity won't honor what I was quoted

I've had Xfinity for a number of years. The customer service has always been awful, but I kept using Xfinity because the price was reasonable. I was recently notified that my monthly rate is going to increase with my next bill, so I tried to contact customer service to see what could be done to reduce the bill back to around what I was previously paying. After trying through the infuriating phone tree to be connected with an actual customer services representative over the phone, I was sent a link for a virtual chat with a live agent. I asked this agent to please connect me to an agent on the phone. He said he could help me via text message. Okay. I gave him a chance.

He stated that there was an ongoing promotion that he could apply to my account that would reduce my bill back to what I had been paying, and that it would be available for the next 24 months. That sounded great to me, so I agreed. He confirmed this and stated that I would receive an email within 1 hour to confirm the details online (which I've previously done with Comcast, so I know what the email looks like). We ended the chat.

The hour came and went. I never received an email from comcast to confirm the details. I called back 5 hours later and was finally able to get connected to a phone agent. She asked me if I ever signed a form to change the bill. Of course I didn't...the email was never sent. This is the whole reason I was calling, which I had explained to her. She said there was no such promotion as the one that I had been promised. I replied that I have a copy of the transcript of my conversation with comcast's agent from earlier and asked her to escalate this issue to management. I have worked in a call center before, and when someone at my company gave a customer wrong information, the customer was always made whole and the issue was escalated to management. At no point in this call did this second customer service agent communicate any sense of ownership of the problem or attempt at resolution. I had to insist on escalation and she stated she would "submit it and they will reach out in 24-48 hours".

This is simply unacceptable. I contacted customer service. I was quoted a fee for service which I agreed to. The necessary documents were not sent as they should have been. There was no attempt to correct the wrong by the second agent I spoke to.

I have been with comcast for many years, but if this issue cannot be resolved with my bill being restored to what was promised by the first agent, I will be leaving Xfinity forever. Good riddance. It's no longer worth putting up with the absolutely atrocious customer service. I can get Google Fiber for less money and have way faster internet.