Customer Service Compliant

I am extremely frustrated and disappointed with the level of customer service I have experienced. As a loyal customer of over 33 years, this is not the way I expect to be treated. It feels like the human touch is completely gone, replaced by AI, scripted responses, and representatives who are unable to resolve issues. On April 16, I visited the store to pay my bill, which is currently close to $300, very difficult to manage on a senior citizen’s Social Security income. While there, a representative told me they could lower my bill by about $60 if I agreed to remove some channels. I agreed to that change. The following day I realized I no longer had a phone signal. I returned to the store and was told it could take up to four days to restore my landline, especially if I wanted to keep the same number. This was already concerning. On the second day, my daughter called on my behalf to understand what had happened. She was initially connected to an AI system, which could not resolve the issue after about 30 minutes and transferred her to another representative. The next representative was unprofessional, with loud background noise as if they were at a party. Instead of focusing on restoring my landline, they repeatedly tried to push additional ways to lower my bill. Despite my daughter expressing clear dissatisfaction with the service, the representative continued to focus on sales rather than solving the problem. Eventually, they said they could not fix the issue and transferred her again.  She requested a callback, which was estimated at up to 73 minutes, but no call was ever received. Today, she reached out again via chat and was told that a technician would need to come to the house; something that was never mentioned before. Had we not followed up, I would have simply been left waiting, unaware of what was actually required. At no point did I request that my landline be disconnected. I have been passed between multiple representatives who could not resolve the issue nor give me accurate and consistent information, and ultimately left me without a critical service at my age. For someone on a fixed income, this situation is unacceptable. There should also be consideration for senior citizens, such as appropriate discounts, especially given the rising costs. After more than three decades as a customer, I am seriously reconsidering continuing with Xfinity. Paying nearly $300 per month and receiving this level of service is simply unacceptable. I expect a prompt resolution.