called about an error on tv and now told i never had a tv plan

Last week, i had an error message on my tv.  The agent said it was a billing issue. I explained I made a $50 payment for an arrangement. He said he didnt see it but while he was waiting for another dept to verify what the code was asked me if id like to get a free phone/service for a year. He needed to verify if my cell was compatible. He said it was and started to enroll me. I told him I wanted the issue with my tv fixed first. He said ok and he was going to transfer me. The next thing I know, im waiting in a call que for an Apple device. I don't own a single apple product! I hung up and called back. I got someone who said my service was linked to my HOA and I didnt show as having a tv. I am a platinum rewards member for 10 years. I have a $175 cable/internet. 

Over the next 4 days, I have had chats and been on the phone with various agents for OVER 8 HOURS! And it STILL isn't working! 

There is a chat log that has every single conversation explaining each time and someone promising they could help. I was told i could have the same service I've had for 10 years and didn't cancel but it would be $270!! 

I also pulled up my account and it showed an iPhone was ordered for me! That makes sense as to why I somehow got transferred to an Apple store! Whoever the agent was that day has complety ruined my account to where no one knows what's going on. i talked to an agent yesterday who INSISTED i have never had or paid for tv service. his arrogance and refusal to listen was too much, i had to hang up. 

the customer service has been a complete mix of pleasant and apologetic to rude and call me a deadbeat because of a payment arrangement vs payment plan.

I hope you can help. This is absolutely ridiculous and for over a week I've had no tv but had to pay $200 to get it back on! and today i just got my 'new' bill and threat to disconnect.

and nope. still no tv