Horrible Customer Service

After my promotional period was up I discussed lowering my bill with an agent who told me that my next bill would reflect the changes he implemented. This did not happen and I was charged the original amount. 

I tried to contact customer service and was passed around to probably 10 people who kept telling me they would help me and review my chat. I asked for a refund to my bank, not a credit on my account because it is unacceptable that Xfinity can pull whatever amount they want from my account but won’t give it back.

Numerous agents lied to me telling me I would be refunded and that they sent a confirmation email that I would get “within 24 hours”. I told them I would wait on the line until I received the email, which I never did, and then they tried to tell me the email was delayed. When I stated this is not how emails work they disconnected me and sent me to a new person. I asked for a copy of the confirmation email to be pasted into the chat since I wasn’t receiving it and they just disconnected me again. Eventually someone told me that it’s impossible for chat agents to do refunds at all. So all the previous agents were straight up lying to me about giving me a refund and sending me an email about it? This is completely unacceptable that agents can hey lie to customers and give them the runaround until they hope we give up on trying to get money back that is ours.