Comcast Plan Switch Fraud

I am writing about a recent experience regarding my account and the numerous technical support and customer service reps I have dealt with.  I reached out to the main xfinity number on 03/21 regarding an increase in my bill (to $299/month).  I have been a customer of comcast for the past 8 years and have had the same legacy plan for the duration of that time.  When I first signed up, my original bill was around $140-150/month, and in that span has increased roughly 100%.

On the 03/21 call, I expressed to the rep numerous times that I did not desire to change any level of service or package that was on my account currently.  The rep agreed that none of my package would change and that they would still be able to reduce my bill dramatically (down to about $160/month).  Upon hearing the number, it seemed strange to me that the bill would be able to be reduced that dramatically, but the rep confirmed once again that nothing would be changing.  After hanging up from that phonecall, I began to receive emails from my various streaming services that my account had been placed on hold due to comcast cancelling the recurring payment.  I then logged into my online portal to discover that the rep had downgraded my package to the basic package across the board without my consent.  The actions of the rep on that phone call were disingenuous, deceitful, and quite frankly fraudulent.  I believe the above is a fair summation of the events, but for further detail, please consult the notes attached to ticket #[Edited: "Personal Information"].  In those notes, you will discover that other reps have confirmed that changes to my account were made without my consent.

After talking to various reps, it was deemed that the only way for my services to be returned at a comparable level and retain a similar/cheaper price would be to sign me up as a new customer and transfer all of my services from the old account to the new one.  As of yesterday, my internet was restored to the original level, but I am still without functioning cable as we are awaiting replacement boxes (the transfer bricked the old ones).   I believe we are finally on a corrective path forward, but no rep has reached out to further correct the wrongdoing.  I apologize for the length of this email, but it was the best way to communicate my experience to date.  For the last week, I have spoken with no less than 10 comcast representatives and spent 10+ hours on the phone trying to fix something that the rep managed to mess up in less than a minute.  I am hoping that Comcast will do more to right this wrong and prevent future events like this from happening.