5+ Year Loyal Customer: The "Downgrade Penalty" and Accessibility Failures

I have been a loyal Xfinity customer for over five years personally, and I grew up in a household that used your services long before that. Despite this loyalty, my recent experience with your customer support has been the worst I’ve encountered.

I am currently facing a "downgrade penalty" where reducing my level of service somehow results in a higher monthly bill than I currently pay. When I tried to get an explanation:

• The Chatbot failed: It could not understand basic queries and refused to connect me to a live agent or provide corporate contact info.

• Technical Loops: The bot told me to sign in, but the sign-in button was broken/non-functional.

• Accessibility Issues: By making it nearly impossible to resolve issues via chat or email, you are alienating customers who cannot use the phone due to hearing/speech impairments or social anxiety.

It is disheartening that "New Customer" deals are prioritized while loyal users are forced to jump through hoops just to get fair pricing. I am now seriously considering taking my business elsewhere.