How to escalate an issue?

I’ve been a happy Xfinity customer for many years but I’ve spent several hours on this issue now and have become quite frustrated ..

yesterday I contacted customer service via live chat to see about reducing my monthly bill. Initially I was annoyed after they tried to resell me on a moto g phone package - totally irrelevant and didn’t help with my request to lower bill. The deliberately answered my question incorrectly about the upfront fees and mislead me. After becoming frustrated 2 hours in, I am offered a lower “loyalty” rate after I say I’m done. It’s suppose to include the only channel I care about, Fox News 837. I made this abundantly clear and asked to verify that it was included in the offer so many times that I felt stupid and was assured. On top of that, I also find out I had been charged for MAX for god knows how long as it was just added to my account without my consent. Again, the question is not answered when I ask. Supposedly they will credit this back but I can’t even get the first issue resolved.

Well lo and behold today I go to watch tv I don’t have access to the Fox News channel 837 or many others. I tried live chat again and was left hanging and now can’t get anyone to respond. I am sick of wasting my time. I want the package that includes Fox News 837 for the price that was offered. i have records of all of this in the live chat. Thank you.