Extremely Disappointing Customer Service Experience

I am writing to express my frustration with the customer service experience I had while trying to transfer our service to a new home. 

What should have been a simple process turned into a 1 hour and 39 minute phone call that completely wasted my evening.

The first representative I spoke with seemed to have no idea what she was doing. Honestly, I couldn't even tell if I was speaking with a real person or an AI system, which is concerning in itself. Customers should be able to receive competent assistance from a knowledgeable representative without having to question whether they're speaking to a bot.

During that call, I was sent the same agreement link 12 separate times by text and email and then had to listen to an 8-minute automated agreement. After getting nowhere, I finally asked to cancel my service because the experience had become so frustrating.

Instead of helping me, I was transferred to someone who couldn't assist with either transfers or cancellations. Eventually, I reached another representative who seemed much more knowledgeable, but after already spending an hour and a half on the phone, it was incredibly frustrating that the conversation continued far longer than necessary.

She then informed me that the first representative had attempted to switch me to a different plan as a "deal" to lower my monthly payment. However, I was never told that this change would significantly reduce my internet speed and cause me to lose my included streaming services. That is not a deal, that is misleading.

I don't know if Xfinity is relying too heavily on AI, inadequate training, or simply not hiring qualified representatives, but this experience made it feel like my time had absolutely no value. I should not have to spend my entire evening after work trying to complete what should have been a routine account change.

To make matters worse, I never received the promotional offer I was promised, and there was no acknowledgment of the nearly two hours I lost or any attempt to make things right.

I've been left feeling that Xfinity does not value its customers or their time. I would appreciate someone reviewing this experience, addressing how this was handled, and providing appropriate compensation for the time, frustration, and inconvenience this caused.