[Edited: "inflammatory"]

I have been a loyal customer for over 20 years, going back to Adelphia.  While several members of my family have received lower rates, I have been paying over $250/month for services (with constant, daily, internet service interruptions).  We were looking to transfer services to another home, and I mentioned to the agent that our rate was very high and that I could get the same services through another provider for over $80/month less.  The agent on the chat reached out to the Loyalty Department and offered me a rate of $165/month with all taxes and fees for the same services.  I accepted and gave a date to start the services.  I was then transferred to another agent and the price went back up to $254/month.  Despite having the entire conversation, including offer by the previous agent, documented in the transcript, the new agent refused to honor the price that was quoted.  I was then told to call the 800 number and speak to another agent.  After being on hold for over 10 minutes, I was able to speak to another agent who graciously offered me $246/month, and refused to honor the $165/month price that I was quoted.  First, this is horrible customer service.  It is very difficult to get someone on the phone to answer the question.  You are directed to use the chat function, and even when every word is documented, Xfinity refuses to honor what their agents offer.

[Edited: "Language"] and moving to Direct TV!