Horrible customer service and terrible business practices

I have been asking questions since a change was recently made on my account on Monday.  We wanted to lower the bill so it was suggested we drop from 185 channels down to 125 channels for a savings of 20.00.  Well in the process they removed our additional 3 boxes without our consent and the savings is now essentially zero since we lost those boxes.  What the heck??? I also asked if we were tied into a contract and was told no.  But lo and behold I am now being told we have ETF what???  The was supposed to go to escalation and we were promised a call back within an hour. It’s now been 29 hours!!!! What is ongoing on??