Supervisor was very unprofessional

I recently moved from Florida to Illinois, once I got my internet set up I immediately noticed that It was running way slower than expected; therefore, I tried contacting technical support so I could get my internet fixed, they sent multiple technicians and whatnot, the problem was taking longer than expected to be resolved. 

After calling multiple times (over +25 times) on the month of July, an agent apologized about my experience and everything I’ve had gone through and offered to upgrade my plan from superfast to Gigabit Extra with no other changes whatsoever, my account will remain the same except for the speed. She sent me the contract, I read and everything was fine and accepted… well turns out that the agent cancelled the xfi (unlimited feature) and now I have a limited plan. 

I called customer service and later on got transferred to a supervisor, explained to him the whole situation where I expressed that I’m a very meticulous person who carefully and thoroughly  reads contracts and everything, and I let him know that the unlimited plan was on that new contract but for whatever reason the agent cancelled it.  The supervisor just kept on telling me that there was nothing that he could do and that I’d have to add it with the current fees which is way higher, and that’s not what I wanted. I Asked if I could lower my plan and he said that would be even more expensive (god knows why), I asked for the calls to be reviewed since I know they’re recorded and that way they can understand that I should’ve gotten the xfi in the first place since that’s what I was told and agreed to. The manager told he and quote “We do not do investigation, we do not escalate, we do not do follow ups on customers, we do not call back, we don’t do any of that” after that I told him I’d be calling someone else since he wasn’t being helpful.

As soon as I called xfinity back, a lovely agent helped me out and submitted a request for me with no hesitation and with no obstacles nor anything like that and it literally threw her off when I told her what the supervisor told me. 

This supervisor SHOULD NOT be working for xfinity.