Why do none of the customer service agents keep their word?

This is my 5th time reaching out to xfinity regarding this matter.

 I have been promised specific account billing actions four times now, that have yet to be performed. This issue began all the way back in October.

Firstly Please review Chat ID: 332253922387221637. This is the first chat where the original billing errors were recognized and confirmed. I was explicitly promised that my TOTAL bill for cell & 1gig internet services would be $121 (or 122 perhaps, please forgive me if I mixed it up). Additionally, I was promised I would be refunded credits for the overcharges I had faced.

Since this time (11-08-2024) I have CONTINUED to be overcharged. I have spent hundreds, if not approaching thousands of dollars more than I should have, including late fees incurred because I was waiting for the promised change to be executed.

The second Chat ID: 186731595818703433 That I would like to bring to your attention is a conversation with the mobile department billing team. In multiple previous contact attempts xfinity mobile and xfinity internet services teams want to bounce the responsibility of the refunds / billing change off of each other. . In this conversation it was explained to me that since the plan was originally sold to me by the internet team, AND the billing errors were confirmed by, and refunds promised by the internet team support, it is their responsibility to rectify the monthly billing charges, and credits for the mass amount overpaid.

At present I am paying 65$ a month for mobile service, this means to honor my quoted and multiple confirmed offered price the Gigabit monthly bill should be either $56 (121$) or $57 (122$) depending on which price was originally agreed upon.

At present it appears I am being charged $119 for the internet alone, plus 25$ for xfi complete which was never agreed upon, not to mention multiple late fees and reconnection fees.

SO I am unsure why my bills show over 200$ up to $333 dollars PER CYCLE? Perhaps I am misunderstanding there because then my calculations would be much higher.

But assuming the current rate of $144 in regular charges and 22$ in fees incurred in time expecting the original error to be corrected as promised (equaling $166 per cycle) then please double check that my math is correct here.

Original Agreed price for mobile & internet: $121

Monthly mobile price as plan was offered by internet team: -65

                                                              Equals: $56 monthly charges for internet.

Current monthly charges: $166

Agreed upon price for internet:  - $56

    Due Refund: $110 per month that incorrect price was charged.

If you can see the billing records, it appears this discrepancy began in either Jun 2- Jul 1 billing cycle, or Aug 2 - Sep 1 billing cycle of 2024. The way the total is displayed on the history page can be confusing.

If the agreed upon error began Jun 2 - Jul 1: Total refund expected would be: $880.

If the agreed upon error began Aug 2- Sep 1: Total refund expected would be: $660.

Please remember that this has been confirmed by multiple employees on both teams. I have filed multiple chat logs and have an extensive collection of screenshots to validate as well. Most recently I was promised bill corrections and a cash refund of $800 that same day.

Please let me know what is being done to address this issue as I have gone broke attempting to keep my services on while being vastly overcharged. I sincerely hope this can be resolved between us without having to bring in representative parties. 

Thanks again for your time and I hope to hear from you ASAP.