Customer Service Representative via phone...who actually has a clue

Why is it so hard to get in touch with a service representative by phone?  I need to talk to a rep but every time I try I get shunted off to a xfinity chat.  Only to be told I need to talk to a rep by the chat service!  Overe and over again!

Does anyone know how I can contact a human being, maybe one with  a clue about the services services you provide?

I recently made a change to my account because it was so expensive.  I removed internet service because I don't need it any longer.  The rep asked what channels I watch and I rattled off the following:

The Tennis Channel

YES Network

Discovery type channels along with a the major networks.  The rep switched me to a new plan and said I was all good.

Turns out the plan they switched me to doesn't include the Tennis Channel since I don't have internet service for ome ungodly reason!

Again, how do I contact a human being so I can correct this?