Removed my legacy package

I worked with someone from the retention team. After adding everything back in I am now laying $45 more a month. The person from the retention team said a supervisor would be calling. I have not gotten a call back. Several of you told me this would be fixed. I am under the impression that this is regular practice to get people off of the legacy package. It’s very underhanded of you all and dishonest. You all have poor customer support and representatives who will just lie and tell you anything. 

It definitely is not normal or accepted practice. We send the pricing approvals for that reason. But we can certain also look into the agent and interaction with them for any behaviors that go against policy. Please send us a direct message with your full name and the service address and we can work on getting this properly escalated for you. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it.

@XfinityMatthew​  where is the direct message icon? I need it to give you my name and service address

It is in the top right corner, speech bubble looking icon to the left of the notifications bell icon.