Customer service system doesn’t reflect chat through the app

I contacted Xfinity through the chat function in the app on June 1, 2025. I requested a payment extension until June 13, 2025 because I was unable to make a payment on June 4, 2025. 1 different agents assured me that the extension was granted and serví would not be suspended. Today, June 5th my service was suspended and I was unable to use the Chat feature until past due balance was paid. I had to call customer service. The customer service manager stated their system does not reflect any Chats with two different agents on June 1st. They did not honor the payment extension and I had to pay half the bill today and only have 4 more days to pay the additional amount. If I had the money available I wouldn’t have requested an extension in  the first place. What I took away from this experience is the chat feature is there to pretend to help, get you to make purchases and change plans but the chat transcript will not be reflected in the system when you call customer service. The manager tried to make me feel like I was lying and told me to take a screenshot into a retail location to prove the chat occurred. Be aware when using the Xfinity chat feature. I’m disappointed in Xfinity today.