Xfinity agent promised me to waived the $100 because the technician never show up. But she never waive the installation fee.

A technician was supposed to come to my house to install the wifi but no technician came. The xfinity agent tried to send another technician for the same day because I had to call off from my work. Unfortunately, she was only able to schedule a technician for the following week. As her kindness she promised me she will waive the $100 installation fee and to waive the charged for the wifi  i was not able to use.

After couple months I realized I still got charged for the installation fee and I believed they didn't prorated my first wifi billing. I called the xfinity customer agent after I realized the issue. According to her theres nothing on the notes about waiving the installation fee from the conversation I had with the first agent I spoke couple months ago. I requested the agent to pull out the recording I had from the first agent who promised me to waived the installation fee. I also requested to speak to a manager/supervisor but the agent said theres no available manager/supervisor at this time. It seems like unbelievable one of the biggest company have no manager/supervisor available.