xfinity support

Trying to get my bill lowered after being long standing customers for 25 years and i am very disappointed what happened to me.  Initially I had done the online chat and received a rate I was satisfied with and that included keeping all services we currently have.  In order to get the rate though the agent informed me that I had to purchase the promotional watch (which I told him I was not interested in).  He persisted and moved forward with having me choose a watch.  Since I did not want the watch I didn't choose anything and the agent never got back on the phone.  Yesterday (1/22) I called and spoke with an agent and she was not offering the same price that the online agent was so I asked to be transferred to a supervisor.  After being on hold for over an hour I finally spoke to supervisor [Edited: Personal Information].  She said no worries I'm going to get you the best deal and you will keep the plan you currently have.   I asked for an email confirmation and she said first I had to confirm on phone.  I trusted her offer and agreed.  I repeated will I get an email and she said it would take seven to ten minutes.  I did receive email and everything looked as expected.  A few hours later I received another email and I did not bother to open as I thought it was redundant.  This morning my husband tells me we no longer have all the channels we previously had. I look at the second email and lo and behold channels were removed. So back on the phone with another supervisor today (1/23) by the name of [Edited: Personal Information].  He states that I agreed to the changes from what he sees on his end.  I repeat to him that I agreed and trusted supervisor [Edited: Personal Information]when she said everything would stay the same.  I mention the two emails that were sent and he says he only sees one on his end.  He would not offer the initial rate that the online chat offered so now back to another increase after being long standing customers for 25 years.  When I asked [Edited: Personal Information] how I could lodge a formal complaint about this bait and switch that [Edited: Personal Information] did he said my only option was to go into a local store.  I asked if there was an email and he said no that was my only option.  Again, another lie from a supervisor.  I certainly hope someone can respond.