Billing Error and Poor Customer Service

We were supposed to start a new lesson expensive ($95) (acct 0093) service in September 2024 to replace the ($141) (acct 7532) service. The new service was never activated by you all. Therefore we continued to pay $141 each month. We received notification of past due bills. In February 2025, we spoke with someone in retention who thoroughly investigated the issue and saw that the 0093 account was not used. The only account used for service was 7532. She agreed to wipe out the bill on 0093. We would only be responsible for 7532. She stated that she would set up an automatic payment for February 27th, but I could pay it early. On February 20, I made a payment of $152.11 which was to be deducted from the $296.28 we owed on 7532 leaving a balance of $144.17 which was what the auto payment should have been reduced to. Instead you all took the entire amount. I figured that it would just go towards the next payment due. Instead, it went to 0093 which was not the conversation that was had nor the agreement that was made. I have spoken to several people in your company about this, but to no avail. The latest call was on April 23, 2025. First, to attempt to stop a CUSTOMER from speaking to a CSR because a payment is late is absurd. That came from your automated system. Second, speaking with a collector, Damarius, was a moot point because he kept asking for a confirmation number for the $152.11 payment, which by the way doesn’t appear on the thank you for your payment email. It appears in the application where the payment was made. I suggest that you correct that so that the confirmation number is also on the email. You may want to also add that to your training manual. I asked Damarius for a supervisor. He said that supervisors don’t always answer but he would try. Eventually Stacey came on the line. I don’t know if she is a supervisor or the collection bulldog who tries to intimidate customers. Based on the interaction with this individual, I would say that customer service is NOT in collection training or just not in her. I understand the goal is to collect, but this individual obviously has a one track mind and is incapable of thinking beyond collecting. I explained the situation to her again. I have already told this story to at least 6 people since it began. Damarius said that he couldn’t find 0093, but at least Stacey could locate it. She said there was nothing she could do over the phone. I would have to have my bank stop the payment or go the the Xfinity store with my bank statement showing the payment. She started to get loud and I told her not to get rude with me. I asked to speak with her supervisor and she said that I would not speak with anyone else in that office. I asked her why can’t I speak with her supervisor and she stated again that I would not speak with anyone else in that office and hung up the phone. Wow, she’s such an example of the great service being provided. Because I need the internet for work, we drove to the East Point location where the gentleman there was very professional, but said that he didn’t understand why I was told to come there because they are not capable of doing anything outside of collecting payments. Wow, another training issue it seems. He didn’t understand why, however, put me on a video call with your billing department. I did not get the name of the individual who I spoke with, but he was looking at me as if I was trying to rob you all instead of the other way around. Because of the amount $152.11 that I paid, it looked to him as if it should be for 0093. We went back and forth over the same issue multiple times. I asked him to check the system for the new service that was to be set up. He said it wasn’t there. Of course I had the email showing all of the information for it. I asked him to go to the notes in the system from the call with retention and review the conversation. He couldn’t find that either. What’s the point of your system if operators cannot view previous interactions?  Or is it another training issue?  I ask you, why would I continue to make higher payments $141 if the $95 plan was being billed?  Why, would I pay for 2 internet services in one household? Your internet covers the entire house. Please rectify this situation.