Xfinity changing my servic without my permission

Xfinity has a serious issue.  I have been told multiple times in chat sessions, through emails, and verbally over the phone, that if I accept a $30 a month discount, I would not lose my grandfathered cable plan. I did. Chat session number is [Edited: Personal Information].  I have copies of the emails, chat sessions, and snippets of your billing statements.

Intentionally or not, the information provided to me by multiple Xfinity representatives were false to include statements from Imran, Jess, and Gautam when they told me I would not lose my grandfather status.  I was notified in an email of the removal of services to include: TCM, Netflix, HBO…

My package was changed from Super + More without my authorization. Himani confirmed on a recorded line around 9:10 p.m. (eastern on 2/19/2026) that I did not authorize this change.  In addition, when I talked with Deepak after Himani, he stated that I should have been told I would lose my grandfather package of Super + More.  Which they did not tell me, even when I specifically asked.

Hady the morning, around 10:15 of 2/19/2026, promised me a call back from the trouble ticket he created, [Edited: Personal Information] the evening of 2/20/2026. After not receiving a call back, I called your support center.   Deepak wrote another ticket [Edited: Personal Information] and informed me I would receive a response within 7 – 10 days.  I could change my services in the meantime to get back what was removed.  Deepak stated a higher price for less services. 

What I understand from over 5 hours talking with Xfinity, the people they were struggling to try to enter the proper information in your system to bring back my Super + More package. I suggested that I should receive the services without a charge until these issues are resolved.    A simple solution is to place the services onto my account and give me credit for those services until there is a resolution.  When I presented this solution to Supratik, on 2/20/2026, He told me the billing department locked my account and there could be no changes, while Deepak on 2/19/2026 said he could add services. I have asked multiple times for a U.S. manager to call me back.  That did not happen.

Even after all of these contacts with Xfinity, I received an updated bill. I wanted to document that I did not agree with the bill, so I chatted with Xfinity. I talked with the manager, Kiran.  I told Kiran I wanted to document the change.  I was re-explaining again, that your organization already agreed multiple times that the change of the bill was an error.  After an hour, I had to leave the chat.   Considering receiving the bill and the responses of Kiran, I submitted a complaint against your company with the Virginia State Corporation Commission.  

I have been a long-term customer.  I should not be frustrated to resolve a problem caused by Xfinity, especially as a senior citizen.  I want to work with your company; however, Xfinity is making it difficult!   I am looking for help.   Can you please help us or do I need to look elsewhere?