Lied to and tricked!

Had some issues with customer service trying to get my issues resolved.  Staff was friendly but I was told different things by different people. Got disconnected from a 40 min call when I connected with a 3rd person.  Was told a higher up would call me back and when the didnt i called back to be told they were out of the office till 8am.

Then I got a call from another agent wanting to know how my customer experience was and I was honest and told them and they sounded sympathetic and mentioned crediting my bill and told me another agent would call me back to help me. Then it got REALLY bad. She had me text the number 9 to 61591 ajd told me to ignore the reaponse and that would validate my callback number. Seemed odd but ok. When I didnt grt a call back I went back and noticed that she had tricked me into giving a 9 rating and that wasnt validating my number and she didn't have anyone call me back. 

This is completely unacceptable and I am shocked this happenned. When I google the issue I found out that it is a fairly comming trick Xfinity agents do. I started a chat to complain but didn't seem like it went anywhere. I called the security department and they gave me a number to the legal department and didnt seem to care. The legal department I could tell was not the right place to file this complaint so here I am.

Something needs to be done about this. I wasnt asking or expecting any credit to my bill but she offered then lied and blew me off. I would like to figure out who she was and file a formal complaint. Her name I think was Emma and I would assume there is a record of the past agent to call me. I would also expect that her lie to credit my account be honored and something done to ensure that this kind of stuff does not happen again.