Complaint Review: Comcast Xfinity

I am a long time Xfinity customer (7+ years). Recently, on 08/25/23, I received a call from Xfinity agent who offered me to switch to Xfinity Mobile (I had 4 lines from another provider) and he told me that I will be getting a total of $700 in prepaid cards for switching the lines ($100 for first line and $200 each for other 3 lines).

But, after moving the switch, I was told that I will be getting only $400. When I complaint about it, I was told that the previous calls are recorded in the system and they will review it.

When nothing happened after this, I escalated the issue to executive team and, they could not find those recorded calls in the system!! All my orders were done on phone and I have the text messages during that time period to digitally review and approve the orders. But, nothing is happening on this.

Also, one xfinity service agent that the amount may be linked to my reward status and deals offered (7+ years = Platinum status). So, I enrolled in the rewards status and my status is being shown as "Silver".

After raising a complaint for this, first I was told that "Your service has a break of 3 years" (I don't have a singel day break in service and have 7 years of monthly statement mails from Xfinity and payment records for these statements).

Then I was told that "Your previous address doesn't qualify for rewards". Which, according of their own website (and FAQ section) is wrong. Any service address change doesn't affect the reward status.

I have run out of options now. Xfinity is not honoring the deal that was offered by their agent and I am also losing on some good rewards due to wrong reward status. I need help in getting this resolved.