Beyond frustrated trying to undo unauthorized changes to my account

I've been with Xfinity for almost 14 years and have had the Triple Play package (Internet, TV, Phone) the entire time. Approximately 3 weeks ago, I called to see if there were any available promos to reduce our monthly bill if we agreed to another 12 or 24 month contract. The agent I spoke with said she could offer a promotional package that would include all the same services we currently had and save us approximately $40 or $50/month.

At least 5 or 6 times during the call, I verbally confirmed with her that we wouldn't be losing or downgrading any services/channels and each time she assured me that we weren't as I repeatedly explained that we wanted to keep all our channels, DVR package, unlimited data, etc. I repeatedly explicitly stated that we simply wanted to reduce our monthly cost but NOT lose or downgrade any services.

Once I agreed to change to the new plan she suggested and got off the phone, I realized that she had removed all our premium channels, removed our unlimited data package and downgraded our DVR plan, all without my permission and all which I repeatedly made clear that I didn't want to do.

Since then, I've made at least 10 calls and spent at least 7 or 8 hours on the phone with various Xfinity customer service agents attempting to rectify the situation, removing all the unauthorized changes and return to our previous package. I was given a ticket number on March 23 and was told that my case was being transferred to the internal Xfinity department that handles unauthorized changes and would receive a call back from them within 5-7 days. 

Yesterday morning, I once again called multiple times as it had now been 11 days and I still hadn't received a call back and was assured someone would be calling me back by noon, which of course didn't happen.

At this point, I don't know who to speak with as multiple customer service agents have told me only the internal department that my ticket was transferred to can return me to my previous package and the regular agents can only manually restore the services at a higher monthly cost than before the unauthorized changes were made. They've also said there's no way for them to connect me to a member of that department, they can only call me which after 12 days now since my ticket was opened, they've not done.

Please help as I'm beyond frustrated trying to restore our services that I specifically told the agent we weren't interested in changing. I believe the initial agent acted fraudulently and can't understand why it's impossible to undo the changes that I explicitly stated I didn't want to make, without increasing our monthly bill.