Misled into plan change by service agent, lost HBO Max, Xfinity refusing any remedy

After exhausting every normal support channel, I'm posting here in hopes someone at Xfinity can actually resolve this.

A service agent came to my home and told us we needed to upgrade our plan in order to replace our boxes. We were explicitly assured that everything in our service would stay the same. It didn't. We lost access to HBO Max, which was included in the grandfathered package we'd had for years.

Since then, I've visited my local Xfinity store, spent hours on the phone with customer support, and escalated to multiple supervisors. Every one of them told me nothing could be done because our old plan was grandfathered and can't be restored. And when I walked into the store, the same employee who made those promises saw me come in, hurried to the other side of the store, and stayed out of sight the entire time I spoke with the manager. That reaction speaks for itself.

This is exactly the kind of tactic that preys on older customers who aren't technology-savvy. We trusted what an Xfinity representative told us in our own home because we had no way to know better, and that trust was used to push us off a grandfathered plan we were happy with.

I've been a loyal customer for over 15 years, and no one has offered any remedy whatsoever: no restored HBO Max access, no credit, no reimbursement. Nothing.

At this point, the least Xfinity can do is offer a genuine remedy. If this can't be resolved here, I'll be filing an informal complaint with the FCC and writing to corporate, because no customer should be misled out of services they were explicitly promised would remain unchanged.