Absolute worst customer service

I just had the worst customer experience of my life. And I'm not kidding. I am very serious about this.

I have Diamond status with Xfinity and have been with them (in all their iterations) for over 32 consecutive years. Never missed a payment. Whenever I had a problem contacting Xfinity was easy and fruitful. They were prompt, courteous and knowledgeable. Most any problem was handled during a 5 minute phone call.

Now for the 5-hour debacle that happened to me yesterday. Yes, 5 hours (if not longer). I had a billing question and after trying their chat-bot and then trying to find a way to contact them by phone, I found they no longer take phone calls from customers, even if they have Diamond status and have been with them for over 30 years. I asked several times to just let me talk to somebody but that request was never replied to. So this was 5 hours of typing, waiting 20 minutes for a response, answering immediately, and then waiting another 20 for a response from that one. It was after 3:00 AM my time when I finally gave up.

Every response was a cut-and-paste from whatever source they use to "answer" questions. I had several different Costumer Service reps during the conversation and each time they switched I basically had to start over. The same mistakes made by one rep were exactly repeated by the next rep. I bet I had to answer the same question 5 times as it seems there is no coordination between them. It was  frustrating to the point that I just wanted to tell them to [Edited: "Inflammatory"].  (not the words I was actually thinking) Yes, after 32 years and having Diamond status I was treated like [Edited: "Language"]. And I have to say, it was not from the actual reps themselves. They were polite and courteous if not well trained. No this problem seems to be endemic to Xfinity. Having this bad of customer service has to come from the top or I would have been transferred to a real person after the first 10 minutes. But if I wanted to get anything done it was gong to take over 5 hours. And it was a very simple billing problem that I have had before and it was previously handled in 5 minutes or less by a human that I could have a real-time conversation with. At least 5 times of my asking to talk to somebody, I was ignored.

So about the pricing discrepancies: the rep told me that the discount I was supposed to get would not show up until AFTER I made the payment. (Which really makes no sense at all.) So I finally said that I would trust him and I confirmed the deal when the price was actually higher than what we had agreed to. So I have a feeling that this is not the end of the debacle.

So you can probably figure out what I'm thinking now. I'm going to be charged the higher price that I didn't agree to (but kinda did by confirming the transaction) and won't be able to contact anyone at Xfinity that doesn't just copy-and-paste the already predetermined answer.

So, even if this ends up being what I was told it would be, I am angry that this happened. The time and absolute frustration I had to endure with this company should be compensated for. But judging from this experience I have a feeling that this 'run-around' is not yet over.