Ongoing Billing Issue – Need Direct Assistance

I am posting here because I am not receiving notifications when anyone responds to my posts on this forum, and my billing issue has remained unresolved for several months.

I am a senior on a limited income and have been a loyal Xfinity customer for over five years. My monthly bill increased after a $50 promotional discount was removed, and I cannot afford the new rate.

I have made repeated attempts to contact Xfinity support by phone, through call-back requests, and via email, but I have not received any response. Each time I try to schedule a call-back, I receive the same error message:

"We're having some trouble scheduling your callback. Try Again."

The customer service options have been extremely limited, and I have been unable to reach a live representative despite trying for months. It has been a constant loop for months. 

I need an Xfinity customer service representative to contact me directly via DM to help resolve this billing issue as soon as possible.

This has been ongoing for far too long, Its costing me money- and I would greatly appreciate prompt assistance.

Thank you.

Update:

Since posting my original forum message, I was finally able to get in contact with a live agent via Xfinity Assistant chat. After one hour and fifteen minutes of working through my account and almost finalizing the price adjustment on my package, I was abruptly disconnected. Now, I am completely unable to reconnect.

I have copied the entire chat transcript, including the offer the agent had prepared for me. I expect someone to pick up immediately where we left off, so I am not forced to waste any more of my time on this ongoing issue.

This is beyond frustrating. I have been trying to get a hold of a live representative for eight months, and when I finally do, I get disconnected at the very last minute. Attempting to go through the usual channels for a callback just loops me back to the same error messages, with no assistance available.

I am absolutely livid. This is not how a company treats a loyal customer, and I need a resolution immediately.

Update #2 (Urgent Escalation):

After finally connecting with a new agent to finalize the $136 promotional rate Nikita approved for 12 months, I spent over an hour explaining the situation. Instead of honoring the agreement or escalating me, Daniyel rudely disconnected the chat.

I have all chat transcripts copied. After eight months of trying to reach a live representative, this is beyond unacceptable. I expect Xfinity to pick up immediately where we left off and honor the approved package.

If this is not resolved promptly, I will escalate to HR, executive leadership, the Better Business Bureau, and Internet forums to expose how mismanaged and inefficient Xfinity’s customer service is.

I am done with the runaround and request that an Xfinity representative DM me directly immediately to finalize what was already approved.