Scammed by xfinity agents

My previous Xfinity plan was Gigabit internet with a separate unlimited data add-on, using my own modem. The monthly cost was $134, which I felt was too expensive. So on June 4, I called Xfinity customer service. During the call, they offered to switch me to the xFi Complete plan, which includes their xFi Gateway modem and free unlimited data. They also offered a 5-year promotional rate of $65/month. It sounded like a great deal, so I accepted the offer and confirmed the order over the phone.

Later that same day, I received an email confirmation from "online.communications@alerts.comcast.net", titled "Thanks, here is your Xfinity order confirmation", which reflects the same terms.

A few days later, I received the xFi Gateway hardware, activated it, and also got access to Peacock Premium, which I believe is included with xFi Complete.

After a month, I noticed my bill was still showing the original $134 amount. I contacted Xfinity via chat, and the agent acknowledged the mistake. They assured me they would apply a credit and update my billing going forward.

A week later, I saw a one-time credit applied, but the billing amount remained unchanged. I reached out via chat again. However, during that conversation, agents kept dropping the chat—despite me staying active on my end. This happened three times in the same session. Each new agent denied that any order had been placed, even though I had already received the new modem, got access to Peacock Premium, and had been charged one-time fee for switching to the new plan.

I’m not sure how to upload pictures here, but I do have screenshots of the email confirmation and chat history with the agents. Unfortunately, I didn’t record the first phone call.