Horrendous customer service experience

I have been a customer since 2009. I want to share an extremely unpleasant experience with Xfinity that is making me consider dropping the service altogether. I called the "Solutions Center" yesterday (Jan. 22) to get rid of my landline Voice service, and rather than address my issue, the representative repeatedly pushed me to buy a Service Protection Plan (which I declined three times before he moved on) and then a Virus Protection Service, when all I wanted to do is cancel the Voice service. I'm sure the representative was only doing what he's instructed to do, but the pressure to buy those services was relentless. obnoxious and unacceptable. I literally had to hang up to stop the sales pitch. 

Then I went to the Xfinity site, where a helpful live chat representative took over. She arranged for a callback, since I would apparently need to give voice consent to cancel the landline service, and I did receive a call after about 15 minutes. The gentleman tried briefly to sell me on a new phone, but relented and went through the process of ending the Voice service. However, he ran into an issue and said he'd need to patch me through to the Disconnection team, and that it would only be 5-10 minutes of a wait. While waiting, I received another callback but after a couple of minutes, the connection seemed to drop. There was just silence on the line, so I hung up and went back to the original call, which was still on hold. After over 40 minutes on hold, the chat agent said someone else would call, so I hung up.  After about 5 minutes, I got another callback and began the process again. Ten minutes on hold followed, and I hung up for the last time, completely unsatisfied.

At the suggestion a different chat agent, I scheduled a callback for today. The agent called promptly at 9 a.m., was very professional, and kindly informed me that my bill would be more expensive if I removed the Voice service because of how your bundles work.

Why on earth did nobody mention that yesterday? If the first person I spoke to had simply said, "Removing Voice service would actually make your monthly bill higher," rather than trying to shove a service plan into my face, I would have said thanks, hung up the phone, and gone on with my day. Instead, the company wasted so much of my time and made me want to pull my hair out. There's a lot of competition in your marketplace, at least with regards to TV and streaming. How does alienating your customers help you compete? Why should anyone deal with your company?