Misled by customer service chat (again) now have unneeded cell phone

Over the last couple months, we saw our bill (which has cable with the "Ultimate" channel package, 1300 mbps internet, one cable box, and Max) increase from approximately $175 to $240. The increase was largely due to the expiration of a promotion offered by Xfinity the last time our bill went up (approximately 12 months earlier). 

On 3/12, I chatted with customer service and expressed that I would like to explore options to reduce our bill to where it was at previously. After roughly an hour of being assured that the representative was there to help and being offered deals which would have actually increased our bill, the rep (Junaid) offered "I have a great deal for you! You will get 800 Mbps of internet speed with the 125+ cable channels, M MAX, and the same TV box. Your monthly bill will be approximately $149." I said, let me speak with my spouse to make sure we are okay going from 185 to 125 tv channels and I will write back in if that works. The representative also told me I would receive an email from the "priority" team, stating "I am updating your account with our loyalty team, and you will be informed about the best promotions" and "Be assured, I will raise this to our priority team." The representative did credit my account with $20 for a data overage charge, which was nice. Though, of course, I never received an email from the priority or loyalty team. 

On 3/24, I chatted with Xfinity again. After listening to offers from the representative again, I asked if I could just sign up for the prior $149 offer but was told "currently, if we downgrade the service, there is no plan available that will lower your bill" which seemed peculiar but possibly true. The chat was then disconnected by Xfinity, "agent lost connection." 

When I was reconnected (also on 3/24), I was put on with representative Abhishek. After explaining everything a third time (bill increased, wanted to see about returning it to the rate from 3 months prior, etc.), Abhishek asked if I would like to hear the "bundle deals." The deal offered was 2100 mbps of internet speed (which included a modem and no overage charges) and, what I understood to be, the same television package (Ultimate, 185+ channels) but included something called "Xumo" and "Now TV." And the price would be $181, which seemed like a reasonably good deal. But the offer also included an iPad, which we didn't need and, at $30 per month ($20 for the iPad and $10 for internet connectivity), the total cost over 24 months would have exceeded the value of the iPad. Abhishek then offered a bundle which, instead of the iPad, included a Motorola cell phone. I told him we didn't need another phone (as we are under contract with our wireless provider). Abhishek, however, said that if we took the phone, he could get the bundle price down to roughly $168. The cell phone would only $7.45 per month of the bill, but would have a 24-month contract. With the belief, I was getting the same services but with better internet speeds and an unneeded cell phone, I signed up - happy with the deal. 

On 3/26, I went to the local Xfinity store to pick up my modem and a cable box. The in-store representative told me that we were getting a "streaming box." Until that point, I had understood that we were still had the Ultimate cable package, as I had stated to the representative a number of times was my desire. The in-store representative explained that we no longer had the Ultimate package but had a new Xumo streaming package. I indicated my frustration that Abhishek had not explained that by signing up for the bundle that we were transitioning from our wired cable to streaming, or explained the difference in the channel lineups, but that I would contact customer service, again, and see what was going on. 

I re-read the written disclosures from 3/24. Regarding the cable television portion, the disclosures were, in my opinion, intentionally unclear about our cable service, stating I was getting "300 plus channels with 4K Xumo streaming services + Now Tv package." That reads like I am getting Xumo and NowTV in addition ("with") to 300 channels. Not that I was moving from a wired cable service to a streaming service and losing access to many, many channels available under the Ultimate package. Xumo has virtually none of the channels we watched through our cable service. 

On 3/26, I decided to call customer service. I avoid calling because the process is often lengthy and the representatives seem to be trained to talk to me for a while but then say that they are limited in what they do and transfer me, restarting the process. The rep with whom I spoke indicated he was able to undo the transaction from 3/24, which I appreciated. I asked about the cell phone, stating that I had received an email that it was in transit. He told me that the cell phone order had been cancelled and we would not receive the phone. 

Later on 3/26, I checked my account information and it still showed the cell phone remained on the account (though, our internet speeds had been reduced to our prior levels and our cable service remains), so I chatted with Xfinity again. I explained what was going on to the representative (Siddhi) and was told that the cell phone was listed as "pending." I asked what that means but did not get a clear answer. Then yesterday, contrary to what I was told over the phone on 3/26, the Motorola cell phone arrived at our house. 

As stated at the outset, though I asked many more questions of the sales representative this time, I was still talked into entering into a service agreement which, in reality, varied greatly from the services I was led to believe I was getting. This happens every time I interact with Xfinity and is frustrating. I have never had repeated issues like this with any other service provider. Xfinity representatives are either incentivized to mislead consumers or simply don't care and desire to conclude transactions one way or the other. They appear to have no oversight and there is no clear path to resolve issues when they arise. I have probably spent about 6 hours chatting and speaking with representatives at this point and am tired of doing so. 

I need to know what to do with this Motorola cell phone and I would still like to discuss lowering our bill to where it was at 3 months ago.