Complaint: IMPOSSIBLE to get resolution on overcharge/agent fraud

I have been dealing with an issue since August of 2024. I have spent hours on the phone with support reps at Xfinity, and one of them even told me he would open an internal fraud investigation, but I never heard back. 

When I moved to a new house, I transferred my internet service. During that process, the rep upsold me on Xfinity mobile, saying that not only would I get an iPad with it but with the deals and discounts, my bill would not change. I saved the entire chat transcript. 

However, what I have been charged was always in excess of that amount. I have called several times to try to get this fixed. The agents are unable to see previous communications, even though I am positive Xfinity records their calls and saves chat records. 

The company has been charging me for a service that is a different amount than I was promised. I am unable to get in touch with anyone who can support with this. The agents have tried to help, but they are unable to see old records and they also cannot confirm whether the fraud case was ever opened. 

The chat in question was on August 15, 2024. I was told the following breakdown of costing:

EST. MONTHLY

$29.38 for Ipad with unlimited data, text, calls. You will pay $20 line fee for Ipad and $9.38 for Ipad with $10.41 monthly credit for next 24 months. 

NOTE :- You will be getting monthly credit of $40 on your internet bill once you activate the iPad. So your internet bill will be $40 with bank checking autopay and $29.38 for iPad.

This would make the total monthly charge $79.38

However, my monthly charge for internet has remained at $90 and the mobile bill was the $29.38. I have been charged this every single month since August. 

I did finally get ahold of an agent yesterday who was able to cancel the mobile plan, but as I see it, I am owed quite a bit of money for having been overcharged for this many months.