Customer for over 20 years!!!

Hello -

We have been Comcast customers for over 20 years.  We always use the Customer Retention Department to renew our service.  We contacted them on February 7 to renew our service.  The rep sent over a text message to let us know that we would receive the same service that we had for the prior 2 years at the same cost.  All movie channels - (we paid extra for Starz) at $256 a month.  We were very happy!!  When I received the bill via email today - it was for $293.  So, we called Comcast and the rep we talked to totally reconfigured our contract removing all movie channels (which we were not aware of because we were told we were going to get the exact same package.)  When we went to watch TV - all movie channels were eliminated to our surprise.

We called back immediately and spoke with someone named Wade.  He told us - NO - we can't change your package back because you changed it.  He told us that we HAD a legacy package and - too bad - we agreed to change it so we can't have it back.  We were very upset - and became angry and he did not try to help.  I asked for a Manager and he told us to stop talking over him and that a Manager would tell us the same thing.  We never did talk to a manager - we said we would cancel.  He said - "I can do that for you right now."  You want to cancel??  I can cancel for you.  Unacceptable from Customer Service.  

Is this the kind of service we get after 20 years of loyalty to your company?  Telling us NO - we can't give you that package again.  We feel we were misinformed about what we would be getting when we called today.  When we went to watch TV this afternoon - we expected all of the channels we had this morning.  We're hoping you or someone in your company can resolve this issue and we can remain customers.