user_vtkude, Hi there! Thanks for reaching out. I can certainly undersand the additional stress this situation has caused you.  A $110 increase after a move, repeated calls for help, and then being told there’s no record of a confirmed bill reduction would frustrate anyone, especially when affordability is critical. If you received an email confirming your bill would be lowered, that’s important. The next step is to review the account and locate that confirmation so it can be honored. Please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message so I can help get this properly reviewed and work toward a real resolution as quickly as possible.