Billing issues that resulted in a chat rep, disconnecting my streaming box without my permission

chatted with a rep today about a bill that’s too high and added services that I did not add onto my bill. She stated she had a lower bill for me. She went ahead and made the changes and then she disconnected my streaming box without my permission I had to call back into a technical rep. Technical rep advised me she cannot fix it so now I gotta wait 3 to 5 days for another box to be mailed out to me. I am not able to go into the stores Please give me a call before I file a formal complaint. Thank you.