TV plans/customer service

A few months ago, I was trying to lower my monthly bill. My plan has 125 channels, and I probably watch less than 10 of them. I went to the website to change my plan. I selected 50 channels,  kept the same internet plan, and checked out. My bill was supposed to be $60 lower. It turned out to be $13 HIGHER when my automatic payment was processed. Today, I spent hours on the website chatting with the "live assistant" trying once again to reduce my monthly payment. The assistant sent me a link that was supposed to show an order for a new plan, and allow me to approve it. The link didn't show an order. The assistant sent the link again, with the same result. Then, my connection with the assistant was lost. Then, I tried multiple times doing it myself on the website, which was also unsuccessful. Finally, I tried resolving this over the phone. It's nearly impossible to speak to an actual human, but finally I was able to. I wish I hadn't. The person was obviously in their home because their family in the background was extremely noisy.  I  was placed on mute (not hold) twice for over 10 minutes. I know I was muted, because when I asked if he was still there, he responded. After being on "hold" multiple times, he asked me if I currently have a TV plan. That's when I finally gave up.  Why have I been a customer of this company for nearly 30 years? The only reason I haven't canceled yet today, is because I'm so frustrated, and I don't want to spend another 5 hours trying to cancel.