Escalation Request: Missing Retention Credit & Call Recording Audit (10/21)

Hello Xfinity Executive Support Team,

I am writing to request a billing review and a call recording audit regarding an unfulfilled retention offer on my account.

On October 21, 2026, at 3:13 PM [PacificTime ], I spoke with a retention representative for approximately 39 minutes. During this call, the agent agreed to apply retention credits (referred to by the agent as "Archer credits") to my account and explicitly confirmed she had documented this in my account notes. I was promised a $20 credit per month for a year. 

However, when I followed up to check the status of my bill, the credit had not been applied and the subsequent representative stated there were no notes or pending credits on file.

Could a specialist please pull and review the audio recording from my October 21, 3:13 PM call to verify the agreement and manually apply the promised credit to my account? Thank you.