Customer Service?

My experience with managing an account for Comcast / Xfinity services has been frustrating to the point of wanting to share it with the public. I have politely and patiently tried to make the company honor the plan change I had made - and that was confirmed in writing - through the customer service options available: phone, chat, and a Comcast store. None of the customer service representatives with whom I interacted attempted to resolve a glaring issue:

In December, I opted for the “Seasonal Convenience Plan” to avoid the charge for top-tier internet speeds while I was away from home. I received a confirmation email and the new price. Yet, the company continued to bill for the full amount. Within the Byzantine layers of websites, there is www.comcastseasonal.com, which did show the plan into which I had enrolled, yet my my account and billing data in other corners of the Comcast universe remained unaware of the plan change. Customer service representatives insisted that “there is no record of a plan change to your account.”

I wasted an inordinate amount of time communicating with annoyed and disinterested customer service representatives and their varying degrees of knowledge, helpfulness, and English language skills, online and in person, to get my confirmed plan recognized and billed correctly.

Confronted with copies of the plan data online and the email confirmation, the supervisor with whom I finally interacted erased the plan information on www.comcastseasonal.com and then refused to offer a solution. Her explanation was that the period I had selected did not meet the minimum time frame.

If that is so, why did I receive an email confirming the plan change to $29.95 / month and why did the respective website reflect $29.95 / month as opposed to the $100+ actually billed? Why did the system not tell me, hey, the minimum is 90 days, please change the expiration date of your seasonal plan? Instead I was led to believe I was all set for from 12/1522 through 02/27/2023, as I was informed in writing.

The casual manner in which my concerns were dismissed was exasperating. I would cancel the service if weren’t for the monopoly Comcast has in my area and the need to work from home - when I am there. I then dropped the speed to a lower tier, and guess what: the company still continues to bill for the higher tier. It’s been days since the change. Considering the time already spent, I have made it my mission to be offered an acceptable resolution and will escalate this matter through the corporate structure, social media, and regulatory bodies until it is resolved.