Retention offer promised on 8/22 was never applied

On August 22, I called Xfinity because I was considering cancelling my TV and internet service due to a competing AT&T Fiber/YouTube TV offer. The call lasted approximately an hour, and I spoke with a representative named Zyrah. I even received an Xfinity survey the following day identifying Zyrah as the representative I had spoken with.

During that call, Zyrah repeatedly placed me on hold while she said she was working with a supervisor. She ultimately told me I would receive a $60 one-time credit and that my ongoing total bill would be approximately $150/month with no change to my existing services. She said this was a retention promotion available to longtime customers, that it still needed final approval from the promotions team, and that I would receive confirmation within about a week.

I remained with Xfinity based on that representation. Three weeks later, after never receiving the promised confirmation, I called again to follow up. I was told there were no notes documenting the offer, that the $150 rate was not realistic, and that the representative I spoke with today could not come close to what I had been promised.

I would like this formally escalated. Since I can provide the exact date of the call, the representative’s name, and evidence from Xfinity’s own survey confirming the interaction, I am requesting that the August 22 call be reviewed. I am asking Xfinity to honor the retention offer that was represented to me or provide a comparable resolution.

Please let me know how I can provide my account information privately and obtain a case/reference number for this escalation.