Ongoing Billing Issue and Lack of Resolution with Customer Service Teams

Around July 20th, I called and spoke at length with a customer support agent who assured me that my Xfinity billing rate would remain the same for the next year. I specifically requested both verbal and written confirmation of this rate. The agent confirmed that a follow-up email summarizing our conversation would be sent within a few days.

However, when I received my next bill, the amount was significantly higher than the rate that had been confirmed to me. Since then, I’ve contacted Xfinity multiple times, navigating lengthy phone menus to speak with agents and supervisors. Each time, I was told that the original agent had indeed guaranteed the same billing rate for the coming year. In response, they opened a support ticket and assured me I would receive an update within 48 hours.

Despite these assurances, I have never received any follow-up communication. Each ticket has been closed without any explanation or resolution provided to me via email or phone. Here are the ticket numbers:

Original Ticket: [Edited: "Personal Information"]

Second Ticket: [Edited: "Personal Information"]

Third Ticket: [Edited: "Personal Information"]

This ongoing issue is extremely frustrating. It feels like the matter is being passed off between teams without any real accountability or follow-through. I would appreciate immediate attention to this issue and a clear resolution, along with confirmation that the originally promised rate will be honored.