22 Hours On The Phone With Customer Support - Incorrect Bill & Absolute Refusal To Fix My Bill

I recently had the pleasure of having my internet broken during a regional system update.  There was a scheduled outage, and during this outage my internet completely broke for 5 weeks.  600mbps internet running well below 100mbps down, and 0.21mbps up.  I spent a total of 22 hours over the last 2 month on with Xfinity support trying to first diagnose my internet problem, then trying to fix the major billing issues.

My Bill is typically $65.  They tried to charge me $236 for internet that DID NOT WORK.

A service tech came to my house and blamed my modem, and installed the Xfinity Gateway, and said that fixed the issue.  My internet continued to constantly cut/drop and run well below the the correct speeds that I pay for.  During this time both I and Xfinity did numerous speed tests, which use a lot of data.  This accrued $40 of data overage charges combined with my normal use.  We did several dozen speed tests on both ends to establish that I did in fact have very serious issues with my internet that hindered me working.  They also double charged me for the Xfinity Gateway, which was SUPPOSED TO BE REMOVED FROM MY BILL since it was returned within 30 days.

The second tech showed up at my house and noticed a damaged connection at the street, which was the cause of the issues at my house.  My modem was NOT broken, thus my original service charge should have been free.  Tech service charges are supposed to be free if it is not your fault.  The original tech lazily said the issues was my fault, and my modem broke (perfectly broke during a scheduled outage).  The second tech fixed the internet, fixed my modem and returned the Xfinity gateway, which I was STILL CHARGED DOUBLE FOR $15 + $10.16.  

I’ve now spent an additional 4 hours on the phone and live chat with Xfinity begging them to charge me my full $65 so I can pay my bill.  I’ve removed my bank account and will be disputing all charges with this company.  I’ve terminated all services as a result of the abhorrent customer service.  I wasn’t being unreasonable.  I had poorly functioning internet so bad that I spent $720 to get Starlink to do my job, and was still willing to pay the full $65 normal bill.  Was told by 4 separate agents that they fixed the bill and I did not owe $236, but here we are 45 days later, bank disconnected, and I now owe $279.63.  

It’s insane that a customer has to beg you to pay their bill.  I called one last time and told customer service to eliminate my bill for last month since I am now 22 hours or more into this nightmare situation.  The guy on the phone passed me around to 3 different people, none of whom could help me, so I told them to cancel everything.  

Why does every one of your agents consistently lie and tell you want you want to hear, then closes out your ticket as soon as you get off the phone with them so you have to open ticket after ticket never solving the problem?  I was told I would get a call back today from your agent yesterday.  I opened my Xfinity app today and saw that the ticket was closed last night and my bill is still not fixed.  You closed my billing dispute on May 4th and May 14th without resolving a single issue on the bill.  How can you close tickets without even attempting to fix anything?