Horrible customer service “service”

I can’t even say the customer “service” is horrible because I’ve currently been trying to get through to someone for over 2 hours now. All I’m trying to find out is why I’m being hit with a late fee when I’m setup on auto pay and I haven’t received any failed payment notifications. First time I called I decided to hold the line. I was told my wait time would be between 9 and 20 minutes. I gave up holding after 1 hour and 22 minutes, hung up and called back to be put in the call back queue. After over at least another hour and a half I received the automated called back, only to be put on hold for currently another 30 minutes(and counting)!!! The only reason this company is still around is because of the monopoly they hold over certain areas. I swear I would’ve left a long time ago if there was another company that could offer me the same speeds I’m getting now. Xfinity treats their customers like shit! First thing I’ll be doing when I move is checking to see if there any other company that offers decent internet. I decided to leave this because your feed back questions are a joke. They’re designed to put the full blame on the person you speak to on the phone (when you are fortunate enough to speak to anyone besides that god-aweful automated piece of shit), when the real problem is the company as a whole. Xfinity is trash and I can’t wait until a better option presents itself. I will definitely be leaving in a heartbeat. 

update: 

3rd try. Hung up after being called back and not speaking with anyone but instead put on hold for 36 min. Waiting on another call back. 

update:

Finally spoke with an actual person! Brooke took my call and was very professional. I explained my issue and we had it resolved in no time. Thank you Brooke! To be clear Xfinity as a company really sucks and needs to look at how they treat their customers and the poor customer experiences they subject us to. Xfinity gets none of the praise in this. Brooke is your savior and you should be kissing her feet! Once again thank you Brooke!