lodge a complaint

I want to lodge a complaint. When I returned from vacation my Xumo box wasn't working. An hour and a half of text IT help and two interactions with IT people on the phone, it's still not resolved and I have to have a tech person come. But the main complaint is that I was NOT able to get to the basic troubleshooting steps without agreeing to change my service. They kept me on the phone 20 minutes yesterday with no initiation of normal steps like unplugging and replugging and them sending a signal UNTIL I signed up for a new service. It felt like a shakedown. I told all three people I dealt with that I wanted tech help, not an upsell or a switch I didn't fully understand (something about Paramount channel). The tech guy via text was even deleting channels, and the woman on the phone was telling me to delete apps on my phone. Who is training these people?