Billing dispute

Contacted xfinity support on June 6th as my data amount was never changed to 10gigs. I had attempted to change it in the app prior to the billing cycle ending. It said in the app, " we are working on this for you"

Well it apparently never completed because when I got noticed on the amount 160 Instead of 65, I text support.  

I explained everything to support. They said they would have to speak with a manager.  I eventually was told that the manager had approved this and it would take effect in a couple of hours.  

Well forward to today and it still says 160 in the app.

I contacted xfinity support again by text.

I explained everything again.

The person now told me that nothing could be changed,  and what the last support person told me was fake. 

So I asked them what it said in the notes. This person reiterated that the notes said the amount was going to be adjusted. The person again said that what this previous person told me was fake. I said so they lied to me. The person refused to say lied, just fake. Semantics. 

I had asked to speak with someone by phone and this person called me and said they were trying to resolve it. I was on for a good while and said hello again. They person came back and said still here. If we get disconnected I will receive a call back. I waited a couple of hours and still no return call. 

I called xfinity movile back and spoke with someone.  They told me the same that what the person told me was either what I wanted to hear or a couple of other ways of not saying I was lied to but thats what we are inferring.  I asked what is my resolution for a disputed bill and this person was telling me there wasn't a dispute resolution process. Then they said oh your issue is already elevated, literally right after telling me there wasn't a way to elevate the process. 

So now, I have been "lied" to twice. 

I have been an xfinity customer for over 20 years and an xfinity movile customer almost since it was released. I have always had a great experience with xfinity,  but this is absolutely bonkers.  To be told that it is common practice to have billing support fake you out? That there isn't a billing dispute process? I have seriously considered contacting the FTC and the CFPB. I mean at this point I'm so upset I was considering calling my senator.  I have never been treated so poorly by multiple customer support reps in my entire life. I am hopeful that I receive a call back with my supposed elevated issue,  bit now after 3 reps now I am not very hopeful.  I guess we'll have to see where it goes from here.