Two Terrible Xfinity Customer Support Experiences in One Day

I chatted with an agent earlier today and was told quote "I have searched a plan for you in which you will get the same services that you currently have and your estimated recurring monthly bill will be $X, including $Y of estimated monthly taxes, and government and other fees."  I still have the Xfinity chat window open with all the details outlined, so I can share screenshot for evidence. At the end of the chat, I agreed to the "new plan" and received an email shortly after confirming it.

Only to realize later, that we now had a lower internet package, and lower Tv package then what we had previously. So while we were told we would be receiving the "same services" at a lower price, what was actually happening was that both our services were downgraded. This also included downgrading/lowering the capacity of our DVR recordings, and because several channels that we had recorded from were no longer a part of our "plan" a large amount of our recordings were deleted. None of which was communicated to me in the chat.

When I realized that I had been lied to, I chatted back in and got another Agent to explain what had happened ( I still have this second chat window open as well for reference). After a little back and forth, I was told that I actually have the same package as before, and that I still have the DVR recording. I responded that is not true, and that I am looking at the bill from this morning that shows the tv/internet I had before which does not match what we were switched to this afternoon. I was told they could not see my old bill because they only have access to current bills........

The agent responded with "I would like to inform you that you will get 1200 mbps of internet speed with 185+ channels at $X/mo after autopay and Eco bill through bank account you will be paying $Y/mo. Do you want to upgrade your plan to this one?". The contents of this plan that I could "upgrade" to, was the exact plan I already had this morning, and was told earlier I could get for the lower price I agreed to with the first Agent. Essentially in response, this agent was saying, I could pay $21/mo more to get the tv/internet package that I was told I was already getting earlier in the day.

I reminded this new agent that I had the entire chat as evidence). I did not get a response from the agent, so I waited a bit and responded by offering to share/send screenshots of my "old bill" as evidence.

I got no response again, so I said I wasn't given "the same services" for a lower price. Instead the representative simply downgraded my TV and internet package but didn't tell me that's what they were doing, which is incredibly deceptive and infuriating.

Ends up I was completely ghosted by this second agent, 20+ minutes later and no response.  So I logged in again to try to get another agent, only to get this message "Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?". I tried to schedule a callback, and got 'Hmmm, it looks like something went wrong with your request. You can call 1-800-XFINITY or try chatting again later."

So I called the phone # only to find it was after business hours. All in all, what started seeming like a great deal by Xfinity Support, ended up being that I was lied to by one agent, and then ghosted by another.

This is terrible service, which I've never experienced before here.  Is this Xfinity's new normal?