Customer service is horrible.. The people in charge are running this company into the ground.

It is with great disappointment that I have to write this letter. I have been a Comcast subscriber since it was Rogers Cable system and now Xfinity. I have been paying for Comcast for 20+ years and today was the straw that broke the camels back. Last month I received an email saying Xfinity is raising my bill $27 next month. So this month I received my bill and it is $304. This has went up in the past year from $214 for the same number of cable boxes (one which I can no longer watch on Demand because they stopped supporting it) and for the same number of channels including Starz, HBO, and Showtime. (Of which now they charge to rent movies that we use to be able to watch with our premium subscription or now requires you have a subscription to one of the 20+ channels which are now considered premium to watch the same movies) There use to be 5 premium movie channels: HBO, Starz, Showtime, Cinemax, and The Movie Channel. Within those channels you could watch any movie On Demand. Also in On Demand, you had a format where movies were broken down by New/Featured (Pay per view) movies, Premium movies with no ads, and New movies, then by network. Today there are Featured which is New movies they charge to rent or buy as well as old movies to rent or buy (Why am I having to rent an old movie? It use to be included in the Premium channels) New and Most Popular (which is a mix of everything on Netflix, premium channels and charges for old movies as well as new) Premium & Streaming from my services (It's like the previous section without the new movies. Now instead of being from just premium channels, it includes Pluto, Paramount, TBS, Screen Pix,Tubi, AMC etc which half have commercials or you have to rent it). We do not pay for Premium Channels to then go to on Demand to find out we have to watch it on Pluto or Tubi with commercials or to have to rent movies. In the last 2 years there has been a major switch to channels that use to be included on Demand with our package to now having to have a separate subscription for each network such as AMC+, Disney, Paramount, Peacock etc. Comcast has gone from a company which if you have that channel you can watch anything on it no matter who the creator of the movie is to now needing a separate subscription for the movie creator. We use to be able to watch Disney movies on HBO or Showtime and now we have to have a separate Disney subscription. And now I can watch a movie on Showtime that tomorrow they will charge me to rent the same 20 year old movie. Xfinity has become a fancy Roku, allowing us to watch apps over cable instead of using WiFi. This on top of the fact that Xfinity created a new app around July and since then my light switch which I purchased and had been using for the past few years flawlessly no longer works. I had a technician out to troubleshoot and when trying to add the light switch to the Home App (which my GE light is in) it says the app can't communicate with my touch screen. I've spent days on the phone, days with technicians, and days writing in to the app developers to get my light switch working again with no response from the developers and no follow thru. I have been trying since July and they just don't care. Also Xfinity stopped supporting my DVR with hard drive and so now I cannot watch On Demand. I asked if there is a way to switch over my movies I have saved and noticed that with the new boxes everything is saved in the cloud of which they delete after a year. I was told DVRs were never meant to save movies. (By nature, that's exactly what they were designed for) Let the customers decide when we want to delete the movies we record. So I over the past 2 years, Xfinity has gotten rid of the movies with no ads section On Demand, they require you to have subscriptions to multiple streaming services to watch a majority of movies or watch them with commercials on Tubi, Pluto, or TBS. They have stopped supporting my DVR and are forcing us to the cloud service so we can't keep our movies longer than a time frame they determine, They have stopped supporting my light switch which worked fine for years, or at least are unwilling to contact me and actually fix the issue, and they have raised my bill from $214 to $304 of which $27 was this month for the same exact package which now I have to rent or buy movies that I use to be able to watch or subscribe to another streaming service. 

After receiving a bill $27 higher this month for no additional services (which I did not agree to) I didn't pay my bill on time because I needed to try to negotiate the bill back down. Last week my cable and Internet and security were cut by Xfinity and today I received a call to collect payment. I informed the agent of what happened and he stated that he can lower my bill up to $65 for the same services but in order to  have access to the options, I need to pay the past due amount. He agreed to waive the late fees which I then paid. (He did not waive the reconnect fee) I was then transferred to another agent and I was on hold for 25 minutes then finally got thru to the Customer Loyalty section. After explaining what was going on with the extreme price hikes while receiveing less services the agent after 2 hours of being on the phone stated he was able to get my bill down to $236 keeping everything the same with fees and taxes. I asked if he could credit a couple cable boxes like they use to (especially since I can no longer use on Demand on my DVR with hard drive,) he told me to give him a minute to see if he could discount the boxes. I was put on hold and after 2 minutes a woman picked up and asked how she could help. I was confused as this was not the agent I had just spent 2 hours on the phone with and she stated she was with Home Security. I asked her to please transfer me back to the agent from the loyalty team as we were just about to finish up fixing my bill. I was told she has no idea the name or employee number of the agent I was talking to and there is no way for her to transfer me. This after 2 hours!! Absolutely insane! This is not ok on so many levels. I asked her to transfer me back to the loyalty team and she said she was going to. After dealing with Comcast for 20 years I knew exactly what was going to happen next, I was transferred and instead of going to the loyalty department, I was sent to the beginning all over. Over 2 hours of my life wasted. So after going thru the prompts and saying no to the automated system sending me a link the agent picked up and transferred me to the loyalty department. Then another 15 minutes on hold only to be told by Matt, that there is no way he can put me thru to the agent I had the 90 minute conversation with. I then explained everything all over and was told that there was no way he could lower my bill to what the previous agent stated. He kept saying it must of been before taxes or he had the wrong account etc. I asked Matt to look up to see who I had just been talking to for 90 minutes and let's get him back on the phone to clear things up and see how he got my bill down to $236. He said there was no way to do that and only supervisors can look that up. Just a bunch of excuses and him pushing me to cut my services if I wanted to lower my bill. I asked him to escalate the case and at no time was I offered any kind of compensation for the 2 hours of my life wasted. Then 3 hours later (which I was actually pleased about) I was contacted by the Customer Loyalty supervisor. I explained everything that happened (again was never offered any kind of compensation for the 2 1/2 hours wasted) I once again explained everything that happened, and asked if we could get the first agent that got my bill down to $236 on the phone and the supervisor stated "what most likely happened was the first agent misspoke and once he figured out he couldn't get the price down he transferred me and they will rededucate him" . I said how about we just get him on the phone to find out how he got there and I was told "it will be looked in to". The supervisor then proceeded to apologize and tell me while she appreciates my 20 years of loyalty, all she can do is bring my bill down $25 dollars if I sign up for auto pay but then my Showtime would not be included so I would have to pay for that so pretty much all she could do was bring my bill down $15 for auto pay. After 20 years that's all she could do. I asked to please escalate this case to the next level and she said no and this is as far as it's going to go as her bosses don't have time to reach out to customers. She stated she can lower my bill $15 dollars for auto pay, reduce my services to lower my bill, or she can set it up to have my services discontinued. I asked again to please escalate the case to a district or regional manager as 5 years ago the only success I had with the loyalty team was when a regional supervisor reached out to me and my bill was brought down from $230 to $176 with taxes. I'm not sure if Xfinity hired a new President/Vice President/CEO or what, but in the last 2 years especially the last year everything has gone drastically down hill. Everytime I have called in, I get to the first level of supervisor and am stonewalled. This after 20 years and over $30,000 in payments. There is absolutely no customer service when it comes to calling in, there is zero accountability, half of the people are working from home, there is no communication between departments, and they are jacking up the rates yet providing less services. Xfinity could quadruple its profits by dropping its rates to $100 for every channel, security, and wifi because Xfinity would be in almost every home in America. Instead they would rather squeeze every single penny out of its most loyal customers and the middle class who can barely afford it..

I am writing this letter today to be a voice for the many other customers who are experiencing the extreme disrespect and unprofessionalism we have been treated with and to ask one last time for a regional manager or someone who has the power to make change to contact me. There is a reason anti monopoly laws were created and it is for this reason exactly. By having no other cable company to offer competition in the area, Xfinity can get away with continuously raising rates with no justification and without providing more or better services and we just have to take it or go without. I'm about to go without after 20 years of being a loyal customer and sticking with your company even though there has been errors and miscellaneous charges to my account over the years. We shouldn't have to play this game of where every two years we have to call in to hagle with you over the price of our bill just to get a fair deal. Once the cable is ran to my house there is no overhead in sending the signal to my house. I have had the same cable boxes in my house for the past 5 years and you raise the cost on them, there has been no additional channels or premium services added and yet you continue to jack up my rates. This is simply about greed, and Xfinity nickel and diming us while their CEO's and presidents get huge bonuses and outsource and automate their customer service. I ask you to please have a regional manager contact one of your most loyal customers. 20 years of being a customer I hope would earn me that much and to not have you constantly raise my rates month after month. And if you aren't willing to do that then I guess I will be getting a Roku, a Ring home security, and Ziply. I need my bill to go back down to no more than $220 a month for the same services I am receiving now, and I need someone at your home security to fix the home app so my light switch works, and I'm sure all of us would appreciate you bringing back the format of On Demand that has the section "Movies without ads". Thank you for your time, I hope we can continue to do business in the future. Just do right by your customers and rethink your current business model. I am sure I am not the only 10 year plus customers that is just tired of having to have this same conversation over and over. Your loyal customers is what made Rodgers cable Comcast, and Comcast into Xfinity...

Respectfully,

~Chris