Getting to talk to an actual VOICE on the phone is ridiculous!!!!

So yesterday I spent a lot of time trying to speak to a customer service rep just to verify my payment option.  You call and get this automated recording which wasn't able to answer my question.  Then they send you text messages with links to go to which still didn't answer my simple question.  Yes I checked my online account before I tried calling.  Finally after several texts messages you get a choice to have someone call you (or chat with someone)  which did happen but really didn't answer my question. I was told to download the Xfinity app. I don't need any of that [Edited: "Language"] on my cellphone. I'm 70 years old and yes I do know about computers and cellphones HOWEVER there are many people my age that have no clue!!! What does someone do if they don't have a computer or cellphone??????  They really need to make it easier to speak to a customer service rep!