How to find a menu to help us configure what setup we want on XFINITY?

I think XFINITY is terrible - their customer service has been allusive and difficult to reach - I wasted nearly 3 hours today trying to downgrade my channel lineup to help save money.  Then when I reach a real person - they get the order wrong when I see it in email.  Now, the cycle starts again to fix it -- why are you charging for equipment I NEVER had with this order - what a scam!