Over a Month and Still Waiting for Resolution

I have tried to have an issue resolved for over a month.  I had a broken cable box and did a troubleshoot chat and was told I needed a new box and a replacement would be sent to me.  After not receiving anything for a week, I did a chat again and was told we don't send out boxes you will need to exchange it at a store.  Exchange the box.  Receive my bill two weeks later.  In reviewing my bill - my package was changed.  I lost service and the price increased!  I immediately did a chat and was referred to a supervisor who then referred my issue to a manger - who would call me back.  Still waiting.  I have called several times since then and have the same conversations each time and am continually told my case is referred to a manager who will call me back - again, still waiting.   My main issue is my package was changed without my consent and I have lost services and the price has gone up.  I have had the same package for over 20 years and never would change, since I know the package I had was no longer available.  This is beyond unacceptable.  I am ready to make a complaint with the FCC.