xfinity store rep changed plans without authorization

I went into the xfinity store on Geary in SF to 1. add dvr service and 2. swap an M-card and 3 boxes for 4 new boxes.  When I came home and started installing the boxes I could not get var in the process before I received a message on the TV screen to call an xfinity number.  I did and after unpluging first the TV and then the xfinity box I was back to the same point. this rep sent me to a level-2 technical person who did various things and came up with problems on the imput.  He then got me an appointment with a technician to come to the house.  He was able to get the boxes working.  However, I was only getting local plan.  I then called xfinity bill and found I was on the local plan.  My old plan super+more (I think that is was called) hhad been changed by email to me.  I have no such email in my inbox, trash, or junk folders.  I did not approve any change other that to add dvr service at $10/month.  The billing person could not get me my old plan since it was from before 2015.  He came up with a new "similar" plan at an increased cost.  I wanted my old plan back at my old cost + dvr service for $10.  I have already spent 7 hours on phone or with tech.  Supposedly the agent forwarded the request to revert to the old plan to his supervisor who ok'ed it and forwarded it further up the chain.  He told me it would take several days to revert back to the old plan and get the non-local channels.

Questions:

1. How was the xfinity store rep able to make a simple change into a major problem?

2. Why does it take so long to revert back the old authorized plan?

3. How do I get a refund for every day I do not have non-local channels?