The Worst Customer Service Ever!

This is a long story so I'll just provide some of the highlights of my experience.  Twice in the last few months Xfinity has without notice disconnected the Home Monitoring service associated with the alarm.  On both occasions I went to a local Xfinity store and had it turned back on.  In both cases because the service was turned off in error by Xfinity and no home visit was required for installation the Associate guaranteed me that the home install price of $150 would be waived.  To my surprise on my last bill the $150 fee was there and I've lost count but believe I have made upward of 6 to 8 visits to the Xfinity store to resolve the issue but in every case was unsuccessful.  I will admit on one occasion the Associate did open a ticket with billing to remove the $150 charge which in turn was coldly rejected by your billing department in a text and email without an explanation.  That prompted additional visits to the Xfinity store and during my last visit the Associate told me there was nothing he could do and I was refused access to speak to the Store Manager on duty.  The Associate told me all he could do would be to open another ticket and when asked what would happen if they refused to credit the account again he said then you are probably out of luck and will not receive the credit.  The Associate then gave me a number to call that he said would take me directly into the billing department and a live agent, the number he gave me was disconnected.  What a way to get me out of the store and demonstration of his exceptional customer service skills.

I wasn't about to give up so I searched the internet and tried and tried to reach a live agent with no luck.  The AI system wouldn't connect me to a live agent but finally connected me to a live chat.  I spent the next 45 minute on a lengthy chat with Joel who seemed to understand what was happening and at the close opened a new ticket and guaranteed I would receive a $150 credit on my next bill for the charge that should have never been applied, I thanked him and we ended the chat.

After being guaranteed by Joel the $150 credit would be applied to my account to my surprise, maybe not that much of a surprise based on my Xfinity Customer Service experiences so far, I received an email from Xfinity Support late yesterday at 10:58 PM Central Time saying sorry, but I really think not really that sorry, "We're not able to process your request for a credit."

I have been a Platinum customer for many many years and this needs to be resolved immediately or my next step is canceling most of my Xfinity services including Mobile.