Requesting written confirmation of verbal promise from retention department, regarding billing discrepancy still showing

Hello Xfinity Support Team,

I am following up on a phone call I had regarding a billing issue that has not yet been reflected in my account.

Call details:

- Date: July 4, 2026

- Time: 10:58 PM EST

My 2-year promotional rate recently expired, and my monthly bill increased significantly.

I initially reached out through the forum and direct message, where I was told that only a limited discount could be offered, but unfortunately, it did not meet my budget.

I then called Xfinity to request further assistance.

During that call, I understood that the following adjustments were approved:

Starting next month, my monthly rate will be restored to the same amount as my previous promotional rate.
As compensation for this month’s higher charge, a one-time credit or discount would be applied to my account, since I was told there had not been clear prior notice about the promotional rate ending.

However, as of today, when I check the Xfinity app under “Upcoming Charges,” it still shows a higher monthly payment for next month.

I also do not see any record of the promised lower rate or the one-time credit.

The representative explained that they were not able to provide written confirmation during the phone call and that I would need to wait until the next bill to see whether the changes were reflected correctly.

I understand that billing system updates can take some time to process, but I would appreciate your help with the following:

Could you please provide written confirmation, either here on the forum or through account notes, that the previous monthly rate and the one-time credit were approved and are scheduled to apply?
Could you also provide any reference or confirmation number associated with this call, so I can follow up if the changes do not appear on my next bill?

I would appreciate it if someone from the Retention or Escalations team could review my account notes from this call and confirm the details above.

Thank you very much for your time and assistance.