Not allowing changing of plans. How is this legal?

I have been trying to change my plan a couple times for over a year. I keep getting the runaround.

Further information:

I am not tied into any contract.

I try to change my plan roughly twice per month via the web.

I try to change my plan roughly every other month via phone.

I have used the built-in chat a couple of times (3 at most) to change my plan.

Let's work from the bottom up:

Issue 3: Using the built-in chat

This is about how it goes. This is how it went today as well:

Xfinity Assistant
Good evening Scott.

We're aware of an issue impacting some customers ability to contact Xfinity Support via phone. We're working to resolve it as quickly as possible. In the meantime, you can chat with us here, in Xfinity Assistant, or on social @XfinitySupport, at Xfinity.com or in the Xfinity App.

How can I help you today? You can say things like add Showtime or troubleshoot my TV service, or just select one of the options below to get started.

Thanks for your payment! image
Thanks for your payment!

We received the recent payment you made.

speak to a real person
Okay, I'll put you in touch with an agent. What kind of issue do you need help with?
Change my service
Change my service
I’m sorry, we’re experiencing longer than usual wait times. There aren’t any chat agents available right now, but you can call 1-800-XFINITY or try chatting again later. Here's some helpful info and common solutions for digital support:
I’m sorry, we’re experiencing longer than usual wait times. There aren’t any chat agents available right now, but you can call 1-800-XFINITY or try chatting again later. Here's some helpful info and common solutions for digital support:

Ask a brief question...

So that is how the chat goes. They do provide links to change my plan, but that only takes me to issue 1. Please read below.

Issue 2: Using phone

Every other month or so (I'm sure I've waited at least 3 months before), I try to call xfinity to change my plan. This is roughly how my phone conversations go:

Me: I'd like to change a plan.

xfinity: We're sorry to hear that. Did you know that you can change your plan online?

Me: Yes, I know I'm supposed to be able to do that, but I haven't been able to in [insert number] months.

xfinity: [Places me on hold] and forwards to tech support.

xfinity TS: Thank you for calling xfinity technical support. How may I help you today?

Me: I don't need technical support. I cannot change my plan online, which is why I guess I was transferred here, but I would like to change my plan.

xfinity TS: One moment and I'll forward you to accounts

Sometimes I get transferred. Sometimes the call is terminated. Never have I been successful in changing my plan. When I am successfully transferred, they try to transfer me back to TS or I'm placed on hold until I give up (the longest wait was roughly 45 minutes).

Issue 1: Using Web Interface

It must just be a "coincidence" that over the past year, I have been unable to change my plan online. You know? The method that should be easiest to use, and least time consuming. However, when doing so, I'm hit with an error message saying, "We're sorry. Please contact us and one of our friendly and knowledgeable representatives can help."

Looking up the above error message, I see other responses here in the xfinity forum where xfinity claims that that feature isn't available everywhere. That's very "interesting" that I was able to use that feature to upgrade my plan to the highest plan without issue. But when trying to downgrade, it "is not available everywhere." Please don't feed anyone that response. 

So, here are my questions:

1. How do I go about actually changing my plan? I have paid roughly $100 per month for over a year for features that I don't use and have been trying to remove. I believe my attempts are more that acceptable to remove a service.

2. If xfinity disagrees in my attempt amounts, could you please define how many times I am supposed to try online, via chat, and via phone before it becomes an acceptable amount?

3. Could anyone responding to me recommend this service to any of their friends and family members if they themselves have had to go through this? Would you feel guilt after doing so?