YOUR CUSTOMER SERVICE HAS BEEN ADDING TROUBLE IN MY LIFE

Firstly, my job requires me to travel a lot, I usually would place a seasonal hold for the months I am out of the country (This has already made the contact not convenient at all because I am unable to call directly to Xfinity).

At the end of September, I have specifically requested a hold starting from Oct 2 through the chat feature, and I was told my seasonal hold would be placed on time. But when I checked the bill later in October, I noticed a regular monthly charge for October on my bill (which means the hold was not placed at all), so I complained and requested a seasonal hold AGAIN, and the agent told me not to pay the bill and he would place the seasonal hold successfully. But when I checked the bill later, my bill turned into a tremendous amount and told me my account had been disconnected for service. Now I am unable to call and chat to dispute the bill and my only option is to pay for this bill that is even not supposed to be there at the beginning. 

I have asked my friend who is in the US to help me call and ask about it, they told me they would investigate it. So I waited, and the final answer they gave me was that there was no problem with the seasonal hold but because I did not pay the October bill on time?????? And the bill they sent me this month and last month still had regular monthly charges in it. I was LITERALLY SPEECHLESS.

To be clear, I will not pay for the bill that should not even be there if your customer services had been reliable. It is not my problem firsthand, I have been a loyal customer for many years. Why would I pay for your mistakes?? I would only pay for the amount that is supposed to happen (which is seasonal hold starting from Oct 2).

PLEASE HAVE SOMEONE SOLVE THIS PLEASE!!!!!

I have attached the chat transcript for reference. THANK YOU.

[IMAGE REMOVED: "Personal Information"]

Mengzhe (10/11/2023, 02:47:11 AM): "I requested to place a seasonal hold from ##/##/#### to ##/##/####"
Mengzhe (10/11/2023, 02:48:14 AM): "i have requested TWICE and each time I was told the problem was solved but there's still no change on my account, that is very unacceptable "
Agent (10/11/2023, 02:50:04 AM): "I do understand and I sincerely apologize for the inconvenience caused however just to inform you that the maximum limit for getting the seasonal suspension hold is up to 3 months and If you to more extension you need be on chat or I have alternate solution for you. "
Mengzhe (10/11/2023, 02:51:39 AM): "what do you mean # months"
Agent (10/11/2023, 02:53:14 AM): "The limit is to get the seasonal hold if for 3 months however just for you I can help you with a link wherein you make changes accordingly and set the seasonal suspension hold by yourself, Elena. "
Mengzhe (10/11/2023, 02:53:39 AM): "so can i hold for # months then"
Mengzhe (10/11/2023, 02:54:01 AM): "the hold should have been placed on Oct # already "
Agent (10/11/2023, 02:55:07 AM): "For sure and I will help you with that please do not worry about that, Just to confirm you wish to set the service suspension hold from 10/11/2023 to 01/11/2024, Is that correct? "
Agent (10/11/2023, 02:55:55 AM): "And for your future reference I will provide you a link to make any changes as per your need and you can again make changes henceforth accordingly!  "
Mengzhe (10/11/2023, 02:55:58 AM): "but now I have a bill due on Oct ## "
Mengzhe (10/11/2023, 02:56:27 AM): "which should not be there because i have been requested the hold since the end of September"
Mengzhe (10/11/2023, 02:56:45 AM): "if you place the hold from ##/##, do i need to pay for the bill then?"
Agent (10/11/2023, 02:57:10 AM): "No please do not worry you won't have to pay the bill. "
Mengzhe (10/11/2023, 02:57:16 AM): "okay"
Agent (10/11/2023, 02:57:38 AM): "Thank you for understanding."

Agent (10/11/2023, 03:41:13 AM): "Please be rest assured as I have scheduled the Seasonal Suspension hold plan for you and it will be there on your account until 01/12/2023. Cool? "
Mengzhe (10/11/2023, 03:41:25 AM): "that is perfect"
Mengzhe (10/11/2023, 03:41:35 AM): "am i gonna get a confirmation email"
Agent (10/11/2023, 03:41:38 AM): "And also here is your link for future reference below "
Mengzhe (10/11/2023, 03:41:41 AM): "okay"
Agent (10/11/2023, 03:42:02 AM): "Yes for sure you will get it within a short period of time. \"
Mengzhe (10/11/2023, 03:42:18 AM): "thank you"
Agent (10/11/2023, 03:42:26 AM): "The pleasure is mine."