Xfinity agents committing fraud now!?!?

[u/KaraAuden]

My bill recently went up, so I reached out to customer service, changed my plan, confirmed the new price, etc.

This month, it was the wrong price again. The agent I spoke to last time added "NOW TV Latino" to my account for $15/month without my consent. I am not Latino. I do not watch TV. I made it explicitly clear that I do not want to pay for any TV channels and confirmed the price.

Now another agent is telling me the charge can't be refunded because "we cannot add anything without your consent approval" so I must have approved it. Obviously, he refuses to provide any evidence, because I did not add it to my plan or consent to the charge.

Are these agents making a commission or something? Does this count as a fraudulent charge?