Customer Service Not Honoring Call

I called earlier today to see what options I had to prevent my service from being shut off on 9/26. I was connected to a "live agent" on the phone and they made me schedule a payment for 9/30, even though it was after the 9/26 date to prevent a shut off. They said with "100% confidence" that it would now prevent the shut off and had been explicitly noted on my account internally. I relied on this representation and allocated funds elsewhere. I called back to check this actually happened, as my app still showed this shut off scheduled (the agent said on the phone this would update within an hour when i spoke in the morning). The agents I spoke to told me this was not possible and that my account was to be shut off if i did not pay. They were beyond rude, the supervisor said they would not honor something told to me because I did not pay my bill and then hung up on me. It is insane to me that after 10+ years and all the amount i spend on cable/internet/mobile, that I am treated like trash. It is also more than them just not offering me an extension or something, it is Xfinity not honoring what they 100%, explicitly told me. I am not sure how I escalate this to someone who cares, but I will figure it out. Whether it is contacting my friend who is a new producer on a large network, or contacting the executive office, I will figure this out. Xfinity being rude and hanging up on customers is one thing, but also not honoring their own agreements is ridiculous. I do not see how i continue to use Xfinity after this experience.