Customer serving text method generates about two hours of keeping them busy, and no direct answer until the end -- job padding?

From about $46 monthly, my bill increases to about $60 for internet service, so over 30% in one jump, at the turn of the year of 2023.

I contact Comcast, am forced to use text rather than phone, and I spend around two hours in two different text sequences.

After all that, it was finally acknowledged that my bill would remain $60, and that my challenge for Comcast to meet competition (another company's 5G gateway for home) by limiting my monthly increase to $4 (8%) would not be met. If not, I had a competitor in mind to go to, as I said.

OK, Comcast decides what it wants to do, and that much I get.

But why do I have to spend about two highly stressful hours in texting to be told this?

These texting support people are doing make-work, and/or maybe delaying as a tactic?

I don't know either way, but respecting the customer's time has never been a Comcast feature, in my personal experience in 30 years as a customer.