Comcast says "We will only honor a contract if we want to"

My company has been a Comcast customer since at least August, 2011. We currently have two locations, both with Comcast service.

On March 31, I called the Comcast cutomer service number and spoke with a representative named Wanda Williams. I explained to Wanda that I was interested in a faster upload speed, since we run servers in house and needed extra upload capacity.

She reviewed the account, and came back with a promotional price offering us 150/20 service for a discounted rate of $104.95. With our static IPs and the equipment fee, the total price was going to be $159.85 per month.

She sent a Docusign agreement, and I accepted it. She processed the speed increase for us immediately.

A week or so late, she emailed me (did not call) to tell me that the contract was rejected, and that my price for the service would be $304 per month.

We exchanged emails over two days, wherein I told her I had a completed contract and that I expected Comcast to honor the price they gave me. She said they would not. I finally ended the email exchange, instructing her to ensure that the price I agreed to was set up on my account, and that if she was unable to do that, she needed to have a supervisor call me. A supervisor never called, so I assumed she was able to work out internally whatever the issue was.

Of course, I have my telephone conversations and emails with her saved.

Today, I received my Comcast bill, and of course, the price is shown as $304.85 per month. I called and worked through several supervisors, all who told me that the salesperson made a mistake and they would not honor the price I was promised. The best they could do was offer me 100/20 service at a price $50 more per month than what I was promised.

The conversation I had with the last supervisor revolved around the terms and conditions of the contract, as well as the terms and conditions on the website. I explained to him that the agreement I completed via Docusign contained language that said: "This Agreement shall commence and become a legally binding agreement upon Customer's execution of the SOA." There is nothing in the Docusign, or in the terms and conditions that are linked to in the Docusign, that indicate Comcast must first approve the service order agreement. In fact, to the contrary, the Docusign site indicates the person sending you the Docusign agrees to the terms when they send it to you.

The situation is not resolved. No one at Comcast will honor the agreement this person made with me, despite the signed agreement. Further, the supervisor I spoke with would not let me speak to his supervisor.

I would like to know the next steps to escalate this with Comcast's executive team. I believe Comcast must honor the agreement they made with me, and that if their employee made a mistake, it is between the employee and Comcast to resolve, but they are obligated to honor the agreement their employee made.

Where do I go next?