Horrible Customer Service Experience

Yesterday was a nightmare. I was having internet issues. After repeated attempts with the useless AI chat bot, I was allowed to chat with a person. Did a troubleshoot for over an hour with no luck - I need a service technician.  Okay fine.  I'd already scheduled an appointment, but the earliest available was several days from now. The person I'm talking to made several promises, all of which turned out to be complete lies.

1. She had rescheduled my appointment for 8:00 - 10:00 AM the next day.  I received multiple texts while chatting with her. One said I was on a waitlist for the 8:00 - 10:00 (6/1) appointment and another saying I had an appointment scheduled for 5:00 - 7:00 PM on 6/2.  I told her I was not available for the 6/2 time. She assured me that it wasn't a problem and not to worry about the appointment saying "waitlist." She guaranteed someone would be here this morning (6/1). Received a text later that evening that no one was coming and my appointment time was now 5:00 - 7:00 PM on 6/2.  Had to re-reschedule back to my original 6/3 appointment time because I can not be here during the 6/2 time and made that clear.

2.  Tried to sell me a new promotion. First Wireless phone cell phone service.  I expressed I was not interested in changing my cell phone provider or in the wireless service

3. Tried to "save me money" by reducing my bill to $248 a month and I'd get a free iPad.  Though, the iPad wasn't free. It was $30 a month for 24 months. When I questioned the price ($720 for a $300 iPad) she revealed the iPad cost was part of the $30 a month, the other part was paying for the wireless service for the iPad. The wireless service I had already clearly expressed I was not interested in. Basically tried to trick me into it with a "free" iPad.

4. Switched to just reducing my bill - Great! $217 a month instead of the $270 I am currently paying with no change in my services. I agreed and thanked her for her help. Only, this was a lie. When I texted with an agent to reschedule my appointment time, he tried to sell me the same iPad-scam promotion. I told him someone had already reduced my bill earlier that day, to $217 without the iPad and wireless. He told me no changes had been made to my account and that my monthly bill had not been changed. I was still at my current $270 rate.  

So after hours and multiple promises, I ended up exactly where I started - only with higher blood pressure. Internet not working, waiting several days for a service call and an insane $270 a month bill. It was a complete waste of my afternoon.  Why is my bill this much? Who knows? I guess because they know they are the only ISP in my rural area so they figure they can take advantage of people.

This is the second time in two years I've had a customer service representative promise me a reduced bill - only to not actually apply the changes to my account. These are just dishonest business practices and I'm so tired of it.  Unfortunately, Xfinity is the only ISP available in my area other than satellite. The local electric company is running fiber internet through my area and it will be available sometime in November. I can't wait. I'm so tired of being lied to and swindled by a service I pay so much money for each month. 

I have been a customer for over 10 years. Every year, my prices increase. Every year, the service gets more dishonest.