Duplicate Account, TERRIBLE Customer Service Experience

I have been an Xfinity internet customer for 8 years at our single family home. I was on autopay $50/month after the $10/month discount for autopay/paperless billing.

In January I got a notice in the mail that I was past due-- strange, since I am on autopay but I logged into my online account thinking the credit card must have expired.

The online account showed nothing due, just a positive credit on the account. I contacted customer service through the online chat and was assured I was ok and did not owe. They said a bill must have been sent in error.

A few days later I got a text threatening my internet service might be cut off due to my failure to pay. Went back to customer service chat and explained to them that I noticed the account # on the paper "past due" bill was different than the online account that I was supposed to have autopay through. The service experience was terrible as they passed me back and forth with 4 agents including sales. I just wanted them to resolve this duplicate account issue so I can pay my bill online. So I called the phone #. Of course this meant I was on hold for a long time and then spoke with someone who was confused as to how I could have 2 accounts at one house since that should not be allowed. I confirmed I would prefer one acct and did not know why there are 2 and just want things merged so I can pay online as usual. This took over an hour from my workday and I had to get back to my job so I asked them to call me back at 5pm. Nobody did.

Another week or so later, another bill in the mail with "past due". My online account still just shows a $19 credit. I can't pay it online since it is not linked to my account properly. I tried calling again, was on hold 45 minutes on a Saturday morning. Used the customer service chat again for ONE HOUR AND 40 MINUTES as the agent slowly tried to help me but clearly did not have the training or resources to understand an issue of this complexity. Eventually I had to move on with my day and the agent assured me they'd email me a payment link to set up autopay with the new account. That night I looked at the link and it only just redirected me back to my existing account with the credit- no option to add another acct # or pay my bill. Such a waste of time!! I decided now I need to deal with it in person so I made an appointment at my local branch for 12noon on Sunday. Showed up on time, there was quite a line! I asked the employee if I had to wait in line with a 12:00appt and he told me and my daughter to take a seat. At 12:40 I was finally called up. The young man was very nice and sympathized with my frustration but admitted he had no access to actually fix the problem and gave me a phone # to call where he assured me I would get an actual person not a recording. I called that # and the person I spoke to was highly incompetent especially for an "escalated" helpline. I explained my whole situation start to finish focusing on the 2 acct #s and my desire to simply pay my bill online. After telling her my whole story she asked for my acct # and I asked which one she would like the old or the new. She told me I could only have one. Clearly she did not listen to my saga at all. After speaking with her for a while I insisted I speak with a supervisor as I could not bear to waste any more time from my weekend on this. She initially refused and then admitted her manager was busy and they would call me back. They did, but we still did not reach a solution. They kept insinuating that I initiated a second account- I asked her why I would do that? I did not move nor have a change in service. Of course I do not want a second account and hours of headaches over this! She said she would cancel the old inactive account (with the credit on it). I asked that the credit apply to the new account and that they link them so I can pay online as I have been trying desperately to do so they can stop threatening my service. She said they would cancel the old account, work on merging the 2 bills and let me know why they have 2 accounts. She refused to give me credit for the $10/month autopay/paperless billing for the "past due" months since apparently they refuse to believe that I would have preferred to stay on autopay and one account all this time. Insanity that they refuse to credit me $20 or $30 after the hours I have been a loyal on-time paying customer for 8 years, after the hours I have put into this nonsense.

24 hours later all I have for follow up is automated emails saying my service on the old account was canceled. Worried that I might have no service at all tomorrow since there has been so much confusion and incompetence surrounding my case I called the "escalation" # again tonight. I was transferred by them in error to the repair dept but at least the woman was trying to help me. She recommended I pay the past due acct despite me not agreeing on the amt owed so at least I would not have a service interruption for my work-from-home day tomorrow. I reluctantly agreed and she said it would be roughly $150. She put me through to a phone line to pay and the recording told me my bill was $70 and scheduled for autopay later this week. This was clearly wrong as $70 is not the number they say I owe nor the # I would want to owe and me not having autopay on the new account is the whole issue. When we reconnected I informed her I did not follow through with the phone payment since it seemed to be someone else's bill entirely. She was a little annoyed with me saying she confirmed my acct # but I hope she can understand my hesitation to pay a random bill amount on an account that might not be mine. Then she transferred me to billing. The first agent I got seemed ok, he listened to my story and seemed to think he could make some progress merging the two accounts. He told me to stay on hold 2-3 minutes and that he would call my cell # if we got disconnected. While on hold, a woman picked up my line in a very unprofessional way saying "how was your daaaaay?" while giggling and then realizing she was at work. There was a lot of background noise sounding like a party of some sort. I told her I was on hold and would like to stay with my original agent. She (or another woman? not sure) came back again and tried to get my concern. I explained I was very tired of explaining my story and would like to stay on hold for the man who was working on it. She proceeded to argue with me that she could help me (she was in no way competent) and that she was not allowed to hang up the phone so I had to stay with her. She said I could hang up but she could not. I said "are you recommending I hang up on you?" and she said yes. So I hung up and patiently waited for my original agent to call back as he said he would. That was 2 hours ago. 

I am in complete disbelief at how much time I have devoted to what should be a simple billing issue. Customer service has been shockingly bad and I am not sure how to resolve it at this point. I am just trying to get on autopay with a new account that was created beyond my control. I do not want to be unfairly charged for those months when I should have been on autopay. And in all honesty Xfinity should be paying me at this point not the other way around because of the hours I have wasted during my workdays, weekends, and evenings. Please advise on how to end this epic saga of bad service.