Billing shenanigans

Why did my bill show a credit but when it came time to pay the credit was gone? It was also miraculously the next day after I filed a complaint ticket against some lunatic lady in the special billing department.  I'm definitely supposed to get credit, considering I'm paying a sports fee yet barely any sports AND an email saying the savings would be credited to my account since they were credited to Comcast as well. Why the shenanigans?