Called to cancel an add on and my plan was changed without my consent!

I need help!  Called xfinity customer service last Wednesday (1/4). Couldn’t get a human being and got the xfinity assistant. I typed in that I wanted to remove AcornTV which was an add on, not part of my plan. I typed in that was all I wanted and was very specific that I did NOT want anything else changed. They came back and said “give me 3 or 4 minutes to review my account” so I waited and after 10 minutes I typed in Hello?  Then a message popped up that asked me to review my account info. After that, there was no further communication which I thought was odd. I decided to log into my account online to see if AcornTV had been deleted. It had been removed along with my old plan. Nothing looked the same. My old plan was X1 Preferred Pro which included 220+ channels, DVR service (150 hours), Showtime, HD technology fee. I was not on a contract either. Now I have a new plan that has 180 channels, 20 hours of DVR, no Showtime, instead Streampix and they put me on a 1 year contract. I am also being charged more than my old plan! I never was told this was happening, nor did anyone explain this. I would never have agreed to it and never did. I called back to customer service and told them what had happened.  The agent basically told me there was nothing he could do and proceeded to try to sell me mobile service. I just hung up. That night when I went to watch one of my saved programs on the DVR, I noticed that 75% of my recordings had been deleted. I called customer service back a third time on Friday (1/5). I finally got an agent that listened to me and agreed that what happened was wrong and probably illegal. He said that he would initiate a complaint and that they would review the xfinity assistant messages which will show that I never agreed to a plan change and never signed anything. He said he would recommend that they give me a free year of DVR service. The agent said I would be getting an email back by Friday from Comcast confirming my complaint. It’s now Monday and I have heard nothing. All I was trying to do was remove a $5.99 add on!  I am so frustrated. I have been a customer for over 20 years and have never been treated so bad.  I just wanted my old plan put back into place. Can someone let me know what is going on?