Promised a credit, but no one can deliver.

On the 8th of this month, I spoke with a Chat agent about my internet.  I informed them about a financial hardship that I am going through and asked for help.  The agent said that they could help me with a $65.00 credit on my account.  I was told that the credit would show up in 24-48 hours after the notes on my account were reviewed. I downloaded the transcript of the conversation. Unfortunately, the credit never showed up.

So, I again spoke with another agent about a week later.  The agent reviewed the conversation and said that they would follow through, and give me the credit on my account that had been promised.  Again, the credit did not show up.

So this past Thursday, I forced my way through to a phone agent by stating I wanted my account removed.  I spoke with the agent (she was a nice lady).  I told her what I was promised by 2 chat agents.  She said that she could not give me a credit on my account, because there were no notes on my account for a credit.  So, I offered to send her the transcript of the chat where the credit was promised.  But she said that they have no way of receiving it.

She then said she would take a look and see if she could do something to help, but first... I had to return the cable box that I have.  The only problem with that is... I don't have a cable box.  I only have internet, and I have only had internet for years.  So, she said that she would give me some credits on the extra amount that I have been charged for keeping a box that I never had and that it would show up on my next months bill.  In the end, that is all she could do.

But that doesn't help me now.  So, I am trying to figure out.

1. How can I get agents to follow through on what they promise?
2. What is the purpose of allowing you to download a transcript, if you can't send it to someone to verify what was said?

I've had trouble like this before where chat agents promise things and they never happen.  This is why I downloaded the transcript in the first place.  But the agents all try to sell you on some other service (like mobile) for you to switch to Xfinity.  Why would I do that?

So I'm here to see if anyone knows any hack or something that I can use to get help.  I still have the transcript if there is some place that it can be sent to.