Xfinity Won't Honor The Offer I Was Presented By The Chat Representative

I am exhausted after having spent over 2 hours and 6+ phone calls with Xfinity's Customer Service Team today. They have insisted that there is nothing they can do to honor the written agreement I had with the Customer Service representative when I negotiated my new bill this past March.

For context, prior to this negotiation, my old monthly bill for this service was $60, and I wanted to keep it the same or lower. My new bill after March 2023 was down to $70 (from over $100) with certain promotions, but that was still $15 higher than my old bill so the representative worked to find a way to lower it to $55:

I found out recently that the changes had not been made and that I was on the hook for over $130, and no one helped when I called in. I spoke with 3 people in the Billing Department, Kristine (Employee Number: [Edited: Personal Information]), Asany - (Employee Number: [Edited: Personal Information]) & Kenneth (Employee Number: [Edited: Personal Information])—each of them failed me in different ways. 

First, Kristine (on December 2nd) told me she was escalating the case to the Finance Team and that I would be hearing back from them in 24-48 hours. I waited and waited, but no call or email came.

Next, I spoke with Asany who was over-the-top rude to me, and raised his voice telling me the only option was to go to a local Xfinity store because their team can't accept images/screenshots. We made no progress and he refused to provide me with any help.

Next, I spoke with Kenneth who made a new case for the Finance Team to review (Case Number: [Edited: Personal Information]) and assured me that I would get $135 in credits that he could help me turn into a refund.

10 minutes after my call with Kenneth, I get an automated text saying:

Hi, it’s Xfinity Assistant.
Your case [Edited: Personal Information] regarding Credit Escalation has been closed. There is no further action required.

I called back and spoke with one more representative (I was too furious at this point to ask for his name or ID) and he too said that there was nothing the phone team could do to honor this price, and that I would have to walk into a brick and mortar store in my free time and get into an argument with a manager, in person.

I suffer from depression and anxiety, and December is a very hard month for me. I just wanted to get this fixed and have a chill Friday night. Now I have to stay home, type this case up and hope it is resolved by the morning so that I don't have to waste my one day off tomorrow going across town to the Xfinity store only to run the risk of being told the same thing.

I am praying someone can review my chat logs from March 2023 when I renegotiated this bill, as this is totally unfair. I've never—in 34 years of living—seen a company reject promises that were made in writing to convince someone to buy their product or extend their contract.

This is heartbreaking and I just want to be made whole. I am hoping a manager can call me or write me an email before the morning hits so that I don't have to waste more of my free time on something that your organization promised me.