Promotional Rate Question

Hello,

I've been an Xfinity customer since 2018 and would prefer to stay, but I'm having trouble getting a straight answer on a promotional offer.

I was previously (8/31 at approximately 4:18 PM ET) told by Xfinity retention to call back after two weeks because the agent said there was a "very good" possibility of getting the "1 Gbps plan at $60/month," or $50/month with bank-account AutoPay, with a 5-year price guarantee. I followed those instructions and called back today (9/14 at approximately 2:10 PM ET).

The agent I spoke with today confirmed that the offer does exist and clarified that it is not necessarily a new-customer-only offer. She said it is an online offer that can change frequently and that it is currently showing as unavailable for my account. She also mentioned that "neither her supervisor nor their supervisor could apply it."

I'm not asking you to override a policy if I'm genuinely ineligible. What I'd like to understand is:

1. What specifically makes my account ineligible for the 5-year offer right now?

2. Is there an equivalent loyalty/retention offer that provides the same 5-year price protection?

3. If neither is possible at the moment, can this be escalated to the appropriate corporate/Digital Care team for review?

4. If possible, could you also review the 8/31 interaction, since I was specifically instructed by retention to call back after two weeks to pursue this offer?

I've been with Xfinity since 2018 and would genuinely prefer to stay. But I'm currently comparing $60/month for internet plus $30 for Xfinity Mobile against Verizon One at $70/month total, so the difference is significant enough that I need Xfinity to give me a compelling reason to stay.

I'm hoping Xfinity can find a way to reward a long-term customer with a competitive, price-protected offer rather than putting me in a position where leaving Xfinity is the only way to access better pricing.