Horrible deceptive service!

As a loyal Diamond Member status Comcast customer, I experienced the most horrible and deceptive service recently, during a service change.

On February 11th, I called Comcast and spoke with a retention agent named "Echo" who identified himself as working in the Philippines. I expressed to him that I was seeking to reduce my monthly internet fee from $94 per month, to $45 per month... the best prices Comcast was offering for the same level of service. The only other  service on my bill at that time, was the ongoing $30 month for the Xfinity Voice line I have had for well over 20 years. Echo confirmed with me that I do, in fact, still use that line and I did NOT want to cancel it to save money. He also tried to sell me on a free Xfinity wireless line, that I expressed I have no interest or use for. Given my longtime customer loyalty status with Comcast, Echo agreed to change my internet plan from $94/mo to $45/mo and guaranteed for 5 years.  

During the call, Echo put me on hold to make the change. Then he came back and said he would have to reset my Comcast Xfinity Voice service, and that would take upto, meaning that line would be out of service until the reset was complete. I verified with my spouse that she was okay with a sort service interruption. After verifying that, I told Echo that 10 days was too long, and asked if he could shorten it. He said he could, as he had a colleague in the department that resets voice lines, and that colleague assured him he would escalate my reset. I was very, very happy with Echo as a result of that call; he asked for a good review. A day or two later when I received the feedback request from Comcast, I gave him a ravingly good review. Then I waited for the voice line to come back on.  A few days later, I checked my account online, and it showed there was an "order in progress" for my voice line. So, I waited patiently checking each day to see if was back on. 

Note, that at no time during our phone call was there a discussion about cancelling my phone line, and Echo never offered the reason why he said it had to be reset.

On Feb 23rd - twelve days later, I called Comcast to find out why my phone service was still not restored.  What Comcast told me shocked me!!!!

Comcast told me that Echo had cancelled my phone service and there was NO order in the system to turn it back on.  No reason or rational was given for this action.   So, I asked them to turn it back on. They told me they could but would have to charge me over 33% more for the same service. After escalating to 7 different people who kept telling the next person they transfer me to could fix my account (i.e.. restore my Xfinity voice line at $30/m), I finally ran into a brick wall. The only way they would restore my phone service was for me to click a button on an order form and accept the $40/mo rate. So, did to get the line connected again. 

At no time during my call with Echo, did he convey he was going to cancel $30 voice plan and put it back with a $40 plan for THE EXACT SAME SERVICE! He explicitly stated that the only change I would experience was a loss of service for a few days.  

And there was no time during our call where he sent me an order change for my account to approve to make changes on my account. 

And he left me without service for almost 2 weeks. Had I not called Comcast today, I would still be waiting.