Service downgrade

On 2/8 I requested by chat a service downgrade to internet only and a landline.  On 2/9 I retuned all cable boxes to UPS.  Recent bill is still unchanged and I spent another hour with chat again last night.  Confirmation email this morning has the service still unchanged.  The agent promised me my bill would be adjusted for the time we didn’t have boxes.  I’m not sure if that call accomplished anything as I’m also unsure those reps have the authority to downgrade service.  I feel those reps take the opportunity to upsell mobile phones and ignore why the client is calling. They are very nice but only one of them was honest and said he couldn’t help/ has no downgrade authority and disconnected me. I’m moving have Comcast in the other location already and just want to accomplish a service downgrade not a disconnect at this time.  I’ve tried calling but it’s hard to navigate to someone with the authority to help.  Can someone please get in touch with me?