40 YEARS OF LOYALTY & ON-TIME PAYMENTS DOESN'T MEAN MUCH

My 94 year old grandmother is being charged $414 a month for the cable/TV/landline package. As her grandson I did some research and discovered that a person in my area is paying an average of $280 for the exact same service. She has also been paying for a channel that she can't watch because it says she needs a subscription but it's been on her channel list the whole time. She has also been paying for Wi-Fi speeds of 1.2GB/s, but it has been 600MB/s for months. First, I chatted with an "agent" who apologized and promised to fix the issue and lower my bill by a whole $20 for the inconvenience. He came back and told me everything was fine and that I just needed to sign an invoice. I didn't understand why I needed to sign and invoice, so I read it. All he did was sign me up for a new channel package and then try and use various discounts to hide it (the discount ended up being $15.) When I asked him why he thought it was okay to make changes to my account without my knowledge, he told me that's why I was signing the invoice. Needless to say, I didn't sign the invoice and just asked him to schedule a technician to come check my Wi-Fi. 2 days before the technician was scheduled to show I received a phone call. It was Xfinity and they told me that there was a possible solution to my problem that wouldn't require technician. The advanced technical agent on the phone told me that he may have fixed a problem and asked me to test the Wi-Fi speed. 1300MB/s. Cool! I asked him to stay on the line so I could check it with Ookla. 194MB/s. NOT COOL! I asked him to explain the disparity and what the problem could be. He told me that my technician would be there on Thursday. My technician was just here and went out and messed with the box and came back inside to test the speed. 1400 MB/s. Cool! Ookla? 693MB/s. Not bad! I think the technician and asked him to have someone call me because I still hadn't heard from anyone. He assured me that would happen. I checked the speed with Ookla 20 minutes later. 237 MB/s. I went right back to the chat and explain what happened and requested someone to call me and was vehemently reassured that someone would call. 

It's been 2 hours since the technician left and 45 minutes since the chat ended. NO PHONE CALL YET.

***All this is on top of the fact that a few years ago Xfinity charged my grandmother for the X1 service for well over a year without giving her the equipment needed to use it, so she was only getting the basic cable package. When I found out and contacted Xfinity the first time, the gentleman on the phone told me I needed the proper equipment to use it and that I should have made sure I got it when I signed up. After numerous emails and phone calls and trying to understand why something like this happens to such a loyal customer, we were repaid by being given a free month of service for a year worth of the opposite.

Customer service doesn't exist in this dojo, does it?