Rate switch

I returned a TV box to my local Xfinity store yesterday expecting a credit off my future bill.  It took almost an hour as the store person had difficulty entering the information into the system.  He was told by another employee he needed to delete my current streaming plan in order to enter the info and to add it back afterward.  I asked before leaving if all my Packages were added back.  I was informed it was.  When I got home, I had no programing.  I called Xfinity and according to them, I had to purchase a new plan which had fewer promotions and more costly.  I had just spent more than an hour on the phone three days prior to get my current plan.  They new plan I had to purchase is more than $30 per Month plus no TV box which is another $12 that I have lost.