Overcharged mobile line after account transfer+

I was heavily overcharged on my mobile bill, even the agent I spoke with on chat confirmed it (and said it was due to  the account transfer. I was supposed to have a free year line with Xfinity, but due to issues with my account last month they moved my account to a new ID/account number. Email and everything is the same. It has been a nightmare. 

“[my legal first name here], I am working on it. I will get the free one-year promotion applied to your account. This has happened because of the account transfer, and it may take a few minutes. Please stay connected.” is what I was told in chat. My email was then confirmed, and I was told, “You will receive the email confirmation on your end within 2 hours at your email.” 

The email received was uh… wild to say the least. It was in Spanish, did not confirm the account changes, did not fix the issue with the account, and the agent disconnected before I was even offered a chance to type up and ask about whether I was going to be credited or refunded for the giant difference in bill. Below you can find a copy paste of what the agent had emailed to me…not only not in my native language and the language spoken with the agent, but also a total of 3 times. The agent also spoke nothing about an appointment, which makes this all the stranger.

What do you do when Xfinity not only refuses to help with the problem at hand but starts sending multiple emails in foreign languages? Is there a better method for those with disabilities to reach out to the company? Chat has always been the easiest to access for me and I’ve never had any experience like this where someone promises to fix things then doesn’t-let alone not giving time to address the entire problem. (Agent was Chandan) 

I ended up screen recording the whole chat log as well as downloading it because I really am still in disbelief that this all happened and this is how the company treats customers that have been with the company for years. I would be willing to send the transcript and/or the screen recording to XFinity agents if needed as well as provide (privately) my proofs of bill differences as well as what was offered above to get this rightfully solved with someone that can help with billing solutions. 

Summarized billing issue: old account had technical issues so XFinity support migrated old account to new account ID number; name on the account even the account email/login are all the same. Billing issues where there was an overcharge from the one year line free promotion with the number transfer not being transferred over or somehow breaking on billing cycles. (This was my first billing cycle after the transfer.) Agent was dishonest and quick to skedaddle without handling the problems or properly escalating them.

Email(s) below: 
“Estimado cliente:

Durante una conversación reciente con un representante de Comcast, solicitó que se le enviara información adicional sobre productos y servicios de Comcast. A continuación encontrará un enlace para acceder a dicha información. Si requiere asistencia adicional, haga clic aquí y nos complacerá ayudarle en todo lo posible.

How to schedule and manage your Xfinity appointment: https://es.xfinity.com/support/articles/xfinity-my-account-app-manage-appointments

¡Gracias por ser un cliente valioso de Comcast!

Atentamente,
El equipo de Atención al Cliente de Comcast
es.comcast.com

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Este es un email relacionado con los servicios. Comcast le enviará, en algunas ocasiones, emails para informarle sobre cambios y mejoras en los servicios o nuevos beneficios.

((All three emails read the exact same.))