Xfinity agent promised things, ignored key questions and ultimately abandoned the chat.

I will make this basic and simple. My bill increased unexpectedly and without warning. Xfinity excels at doing this. Tried to investigate why. Comcast's website either froze or was turtle slow in loading pages. Couldn't look at my past bills. Got various error messages. Proceeded to online agent chat. My goal was to reduce the bill as I am older with inadequate income from SS. 1st conversation started positive. A deal was offered which had some various favorable points however there remained in my mind important open ended and unanswered questions as I sought clarification.  The 1st agent got tired and I think abandoned my case and vanished. A 2nd agent took over who would not honor the first deal. How can a major corporation get away with that? I wasted a good 2 hours and a lot of valuable energy. I saved the chat log, however its only shows Xfinity's side of the conversation, not the customers! This is what happens when you outsource "customer service" to India and like places. How can you be promised things by 1 employee and the follow-up person propose then a different deal which was unfavorable. I've have been a customer for literally decades including about 18 out of the last 19 with a brief detour into the Verizon world. Developments like this just serve to wear me out quicker because it was unnecessary and very frustrating. Intervention and escalation would be appropriate. I regrettably and unavoidably lost 1 side of the online chat but they should still have it. In short, I was promised a $60 discount on my bill, a reduced monthly bill for internet service going forward which was my goal and a "free" Samsung 7 Watch and no contract. It was apparently too good to be true and wasn't honored. What do I do to get this promptly rectified, are they on honorable entity or not?