Switching from Business to Residental

I resigned a contract on 8/11  and wanted to add Xfinity mobile to my account but was unable to due to it being a business account. I contacted and spoke to a retention representitative on 9/8 who assured me that I could cancel and transfer my service to a residental account in order to get Xfinity mobile. He sent me over the documentation and I signed it and was transferred over to Residental customer service to start my residental account. I was assured there would be no ETF since I was switching service to residental and that the 60 day disconnect period would be waived since I was switching over to residental. I check my business account today and it shows 1300 dollar charge. I had been told by numerous reps there would be no ETF fee and yet I am being charged it. I spoke with a rep who filed this ticket to escalation CR731480063 to have it removed. She said it could take up to 30 days which puts me at a bind since I just signed a contract with residental for three years and if it goes past 30 days I will be in two contracts. Any help would be appreciated. I actually should have a credit since I cancelled on 9/8 and just paid the bill on 9/5. Thanks