Customer Retention, lies, undelivered promises and multiple accounts

I have spent over 5 hours on the phone and as many in chats over the past month. In short, I was promised a rate for internet, in writing, in a chat that was not honored when the contract was sent. I rejoined the chat and was told "sorry", so I called and spoke to someone in customer retention. I was on the phone for over an hour with "Jack" and told him I was at work - he said he'd call me back later in the day, and he did - we spent another 1.5 hours on the phone while he sent me codes and confirmations and told me he'd call me back in a day or two to complete the changes. He never did. I now have TWO internet accounts and TWO mobile accounts - being charged for both.

After hours on a new chat, I am told that they will not give me the offer I was promised, that I am breaking my contracts by having multiple accounts, and that they are going to close my accounts for breaking the terms of service.

All of this has been dishonest and bait-and-switch. 14 years as a customer, and this is the treatment I get.

How do I get someone from customer retention, who can see the reps' notes on my account, to call me? DO NOT point me to a chat - over and over they make me retell the story, reupload the screenshots, and reauthenticate my accounts - with each reply taking 12-24 hours.