Unauthorized new plan after internet disconnected for no reason

My internet suddenly stopped worked right before a very important work call this morning. I went through all the troubleshooting on the Xfinity site and endured an attempt by the Xfinity employee via chat to pressure me into signing up for a new plan before he could put me on the waitlist for same day service. I said I would look at the plan but would like my internet restored first and then I would consider it. I took screenshots of our conversation. Then I got a call from Xfinity IT telling me that the reason for my my internet being down was due to local service men working on the lines somewhere near me. This seemed weird because I checked the Xfinity outage map and there were no outages in my area. The guy on the phone then said he would call me back after an hour an a half. After the phone call ended, I get an email saying I've signed up for a new plan. I never agreed to a new plan. And I still do not have my internet fixed. I did manage to make a service appointment during the initial chat conversation but who know if that is legitimate. I usually like to check my bank account and read over the terms before signing up for a new plan. But I never had a chance to do that because I do not  have any internet. And I had to take PTO and missed a day of work and I will miss work tomorrow because the service appointment is not until the evening. I am not happy with Xfinity. I have been a long time customer.