Billing issue

I am hoping someone from Xfinity can assist with a billing issue resulting from information I was given by an Xfinity representative when changing my plan.

During my chat with the representative, I was offered an upgrade from my 1000 Mbps plan to the 1200 Mbps plan. The representative specifically told me that my monthly bill would be approximately $136 after my discounts.

Because I wanted to make absolutely certain I understood what was included before agreeing to the change, I specifically asked, “And how much will it be with the HBO Max?” The representative responded, “Including everything, it will be $136 monthly.” I then asked again, “That includes the HBO?” and the representative replied, “correct.”

I relied on those representations when agreeing to the plan change.

I now understand that the order details generated during that same interaction apparently did not match what the representative explicitly told me in the chat, and I am being told that Xfinity will not honor the $136 monthly price including HBO Max.

I have screenshots of the conversation as well as the system-generated summary of the interaction. The summary itself states that I expressed concerns about the billing amount, which further demonstrates that the monthly price was specifically discussed before I agreed to the change.

I understand that representatives can make mistakes. However, as a customer, I had no way of knowing that the information I was being given was incorrect—especially after I specifically asked for clarification and received confirmation twice. I made my decision based upon the price and services represented to me by an Xfinity employee.

I am requesting that Xfinity review the original chat and honor the $136 monthly price, including HBO Max, that I was quoted and specifically confirmed before agreeing to the change. If that price cannot be honored, I would appreciate an explanation of what resolution Xfinity can provide given that I agreed to the plan based on inaccurate information provided by its representative.

Thank you.

ank you.