Loyalty department

I just got off the phone with an Xfinity representative, telling me that because I have all the Alacarte lineup, but I cannot add the vice channel to it. He looked for a promotion and could not find one for me. I’m so confused I did the à la carte, because I am on a fixed income, and all I wanted was to add the one channel the vice channel. Don’t Understand why this is so hard we spend all this money every month. We can’t add one channel lineup !  I’ve been with Xfinity for 17 years and I’m sad that I cannot add one channel!