Formal complaint of billing

Hello,

I would like to document my request for a formal investigation into the misrepresentation of information by a customer service representative over the phone on July 14th 2025 from 1:01pm till 1:48pm that has costed me $315 the past 3 months and is continuing. 

During that conversation it was discussed that my phone and internet bill would be increasing significantly in the following months. I was asking for a discount so that I could continue to afford the plan, and was assured that he could make that happen. I was told that he was going to renew all the active discount on my account for another year for both Internet ($5.02) and mobile ($46.84). After talking for 23 mins 9 seconds he ended the call and called me back which is where we resumed speaking for another 24 mins and 20 seconds till he confirmed the discounts would be activated on my next bill. 

Three months later I return from to the country to check my bills and realize I have been lied to and have been paying $105 more the past 3 months since the phone call. I called back October 19 after finding the issue and waited on the line for an hour to speak to a manager, Ahamed Dudyala, that listened to the whole story above and confirmed that he would file a formal investigation into the matter to pull the phone call records. I asked how long until I should hear back and he said no more than 36 to 48 hours. It's been 5 business days and nobody has reached out to me.

I would like all the extra I have been paying for the past 3 going on 4 months to be credited to my account or refunded to my payment method due to the deceptive practices of the customer service team. I understand if the discounts cannot be extended which is fine, however deception over the phone is unacceptable.

** Everything above is from an email I sent to following address [Edited: "Possible bad email address"] which then bounced back for not existing. An address that was provided by a representative in the live chat. Hopefully this forum can resolve the issue. 

Thank you!