Billing Dispute and Extreme Disappointment with Xfinity Service

On September 2nd, after moving my service, my internet was completely non-functional. I spent nearly an hour on the phone with a support agent, patiently following all instructions to check my router and apartment wiring. When this failed, the agent scheduled a technician for the next day. He explicitly assured me that this visit would be free of charge if the issue was outside my residence, and that I would only be charged if the problem was inside. I agreed to the appointment based entirely on this promise.

The technician who came on September 3rd confirmed the issue was, in fact, outside my apartment and fixed it. I was relieved and grateful—until I received my bill.

I was shocked to see a $100 "technician installation fee." When I called to clarify on September 29th, the experience only worsened. The billing agent dismissed the original promise, stating all technician visits incur a charge. He then blamed a missing "Order Agreement" email for my liability—an email I never received or consented to.

This entire ordeal has been deeply frustrating. I feel misled by the initial agent's promise and betrayed by a billing department that ignores the context of the service call.