Plan changes under false pretenses/ no permission

Twice in less than 4 months an agent has changed my plan when they said they were applying credits to the account. When asked if the text link that states the plan is changed is correct and explicitly stating I didn’t want to change anything as I was happy with the price I was lock into for 5 years, they both times said that nothing was changing and the upgrades were free and no increase in bill would occur but it was a necessary change to allow the credits to be applied. Both times, this was a flat out lie. No one at Xfinity seems willing to fix issues when finding out someone else made a mistake and instead will simply offer to put you back to your original plan but at a higher rate than you previously were paying. This is not only incredibly inconsiderate of loyal customers, it’s illegal and seems to be something customers encounter often. Xfinity as a whole should focus on better employment practices or a class action lawsuit may be in the near future.