Urgent: Repeated Failure to Honor Agreed Plan Change and Billing Issues

Hi everyone, I’m at my wits’ end with Xfinity and could use some advice. I’m a single dad dealing with a lot, and this ongoing issue with my internet bill is driving me up the wall.

Back in February 2025, I contacted Xfinity because my bill skyrocketed. An agent named Prashath promised me a 400 Mbps plan for $45/month with a $30 credit for the inconvenience. He confirmed in writing that the change would take effect within 24-48 hours. I even gave him good feedback as requested. Weeks later, my bill was unchanged.

Since then, it’s been a nightmare:

• Another agent hung up on me. A different one promised a call from retention, but Joanna from retention never followed up after confirming Prashath’s mistake.
• Agent Aisarmohi and his supervisor promised the same $45 plan, backdated to February, with overpayment credits. I paid $200 to keep my connection, but nothing changed.
• Finally, Raymond from the loyalty department and his supervisor, James, said the plan “doesn’t exist” and offered no solution. Every agent kept pushing phone lines despite me saying no.

I’ve saved all chat transcripts as proof. My bill keeps piling up, and I’m still on the wrong plan. Has anyone dealt with this kind of runaround? How do I get Xfinity to honor the plan they promised multiple times? Should I file a complaint with the FCC or BBB? Any tips would be appreciated!

TL;DR: Xfinity promised me a 400 Mbps plan for $45/month since February 2025 but never applied it despite multiple confirmations. I’m overpaying and getting nowhere. Help!