Increase in bill when I was told it wouldn't

Hello,

My 2 year promo price was recently coming to an end. I contacted customer service/retention to obtain my options on 9/23/24, 10/2/24, and 11/6/24. On each call I was told that my bill would increase on 11/16/24 so I needed to act before then. I spoke with Diana on 11/6/24 with Customer Retention and agreed on a new package and price. I was told my current price would remain for my last billing cycle and the new price would begin on 11/15. The rep said she put it in that way so nothing was prorated and my bill stayed the same and then the new lower price would begin. It appears my upcoming bill did increase nearly $30 and then the new lower price is reflected. I would have made the change sooner if I would have been told there would be an increase. I made the change to avoid the increase. Is this able to be reviewed? The chat feature has been down telling me there is an outage. I'm also unable to manage My Billing from the app receiving a message stating to please try again later. Thank you.