Formal complaint - phone agent mis-sold a package followed by fraudulent activity on my account

I have seen replies to similar messages asking the customer to send a DM. However following the instructions provided in those messages I do not have either of the DM Message icon nor Pencil and Paper icon despite being logged into my account. Therefore I'm having to share my complaint here.

Situation

1/23/26 - I have a bundle package of internet access and TV package and on Friday 23rd is stopped working. An appointment was made for a technician to attend 1/26/25 but I received confirmation on Friday 23rd that I would receive a visit on Saturday 24th between 8am - 10am as a customer had cancelled and I could be moved from the waitlist (screenshots below)

1/24/26 - After the 10am the technician had still not visited so I called to find out what was happening. On this call I was promised a visit that afternoon. Also on this call I was told my package could be upgraded and I would end up with a monthly bill less than I was currently paying and to accept this to click a link that I would be sent. The information on this call was inaccurate - I received no visit that afternoon and then my bill updated to a amount higher ($181.45) than I was currently paying ($169.64) with a number of channels to be removed from my package.

1/25/26 - I received a call from a technical agent who requested I visit my local Xfinity store to exchange my router to see if this fixed my technical issue. Thankfully it did and I canceled my appointment for a tech visit the following day

1/26/26 - I called again to resolve the issue with my contract to revert me to my original package. The agent was unable to do this on the phone however provided me with a ticket number - [Edited: "Personal Information"] and confirmation I would be contacted before the end of last week.

4/2/26 - (Twitter DM) still waiting for a call I continued a conversation via DM on twitter yesterday. Initially the agent was unable to locate the ticket number but eventually was able to do so. During the exchange they mentioned I had a new monthly bill of $267.47, for this month it would be $408.42, and then from April it would be $297.42. I was stunned by this but was told a new package on my account was requested/approved earlier that afternoon via an email address that is unrelated to me. I was then guided to the CSA team

4/2/26 - (CSA call) This team transferred me to the Retentions team to try and resolve the situation with my contract - I still just want to revert to the contract I always had before a representative give false information on the phone which led me to change my package. The agent - Andre - was exceptionally helpful and confirmed my package had been changed fraudulently and could see I had not requested the change made. He escalated my case to his line manager and then tried to transfer me back to the CSA team to deal with the fraud. Unfortunately that team had stopped working for the evening and my call was cut before I was able to get a new ticket number from Andre to track my case.

Request

1. Please share recordings of my telephone conversations from 1/24/26: These calls began at 10:09am CST and lasted over 2.5 hours across 2 calls and will demonstrate that I agreed to change my package due to false information provided by your agent

2. Revert my contract back to my initial package: Internet 1Gig download speed, unlimited data, Peacock Premium for 2 years, Xfinity WiFi Gateway, World Soccer Ticket Pacage, Additional X1 TV Box for $169.64 per month

3. Kick off an investigation into how my package was fraudulently changed on 4/2: On both Twitter DM and phone calls your agents have shared the details with me - b*****************8@gmail.com - so you know who to investigate. Please also confirm the extortionate bill increases will not be imposed and money taken from my account

4. Provide a ticket number from yesterday's call with Andre - this will allow me to track progress of this as currently every time I am promised a call back it fails to materialise.

[Images Removed: "Personal Information - Chat Transcript"]