Getting the run around from customer service

I wanted to upgrade my internet from Essential to Preferred.  While logged in to Cox.net, I followed a link that said I could take advantage of a promo to receive service for $19.99 a month for 6 months.  Just to make sure, I called Cox and spoke with a representative in the Internet department.  He told me that yes I was eligible for the promotion, but that I would have to sign up online.

Okay, no problem.  While signing up online, the system wanted to charge me $49.99 for installation.  I opened up a Chat window with a representative and she told me that the installation would be waived because I was a current customer.  She stayed online with me and verified that the order went through.

The next day I tried streaming video and was getting a lot of lag.  So I logged back on to cox.net and saw that I was still on the Essential package.  I tried calling Cox but customer service is closed on the weekend.  I did a chat with Tech Support and he said my order was pending so I would need to wait and talk to customer service.  Since I will be working quite a bit over the next few weeks, I sent an email asking when my service would be active.

The first reply I got was that I was not a Preferred customer, but that I could upgrade for $53.99 a month.  I told them that I had ordered it the day before and it was $19.99.

He then replied that I was not eligible for the promo, and I had not signed up, and that he would upgrade me for $53.99 a month.  This time, I sent a confirmation number, and asked that he explain why two different representatives helped me complete the order and a third verified that it was pending if he is showing that I had done nothing.  I also asked for escalation if he could not answer my questions.

The third reply was from a different associate.  Suddenly, my order had processed, but the associate told me I would be paying the full $53.99 for service because I was not eligible for the promo.  There were no answers to my question about the previous associates either outright lying or at least providing misinformation.

I replied with the following email:

My questions were not answered.  Please provide an answer to the following questions:

1.  Why was I told over the phone yesterday that I qualified for the promo?

2.  If I did not qualify for the promo, why was it available to me while logged in the cox website, while following links from account management, and why was I sent a confirmation that the order had been processed under the 19.99 pricing?

3.  Why did the first agent tell me twice that no order had been placed, and then try to sell me services?  After sending the confirmation, why did my service suddenly upgrade, but not according to the terms which I signed up for?

This is absolutely ridiculous!  Am I just receiving form letters?  Am I being scammed?  At this point, I will probably cancel services altogether and choose another ISP.