Supervisors make decisions without investigating your issue

Due to a health crisis in 2024, I was looking to reduce my internet bill. The Xfinity rep used deceptive sales tactics and sold me a plan that ended up being more expensive. I have been attempting to resolve this since then. Part of the resolution I was promised was recalling an amount that had been sent to collections. I heard from another collection agency today, confirming Xfinity had failed to fulfill their obligation to me.  I reached out and spoke with James, who told me immediately that the charges were valid and could not be waived. I asked if he had reviewed the file and if there were notes. I asked to speak with a supervisor and was transferred to Maya. Maya immediately repeated that due to their policy she would not waive the charges. When I asked for her supervisor, Maya told me it would be a returned call within two hours. When I pushed her on the prior assurance from Xfinity agents, Maya said she would review the prior calls. I've worked in customer service for 20 years, 17 as a manager. I question Maya's training and abilities given her inability to tell me would investigate prior to making a decision. It's clear that both Oscar and Maya were pushing me so they could meet various call and resolution metrics at the expense of any customer service standards.