I'm about to leave Xfinity for good

   If I am not allowed to speak to a real, live person asap, I am going to drop Xfinity as my provider after more than 3 loyal years. 

   The endless loop of automation that tells you to go [Edit: Language] and the ai phone bot that HANGS UP on you, is absolutely unacceptable. If yall think my problem isn't worth your time, at the very least that needs to be determined by an actual PERSON.

   I have kept and recommended Xfinity over and again for one simple reason - besides rather consistent service, the ability to make, and change, late payment arrangements within their app, while keeping service active, has been a God send for someone in my income bracket. It has allowed my family to stay connected and thriving, even during stressful times. 

   Now, however, I am stuck, frustrated, and disillusioned with my view of this company. My area was one of those hit by hurricane Beryl. My family was blessed and we have not suffered near as much as some. However, such a storm still comes with unexpected costs that can not always be prepared for. We are super broke following the storm, like many others. 

   I had made a late payment arrangement in the app for my June Bill. It was supposed to go through a couple days after Beryl. I forgot about it at first and then figured, as usual, I could work something out with Xfinity, especially considering they knew our whole area was without internet, most without power even, for quite a few days afterwards. The app told me, 'hey! You missed your payment! Do something about it!' And one of those options, was to arrange another future payment. 

Here we are, about 4 days prior to that arrangement, and my service has been suspended for missing the first arranged payment. So I try to chat. In the past, your lovely agents have been able to help me resolve the issue. It is clear from my account, that even often late, I make my payments, I pay my late fees, I don't complain. I don't even like to bother yall when my service is acting up and I have every right to. Except the chat bot tells me there's an outage in my area, so I want be connected to an agent until the outage is resolved.

View the outage map - says there's no outage. 

Ok, it's kinda understandable. So I call. SAME issue. Won't let me even TALK to a real person, because of this supposed outage. Except the outage map keeps saying all's well. 

Hours later, outage map finally shows outage. I go to sleep. Get a text at 08:33 that service has been restored! So I hop into chat - CAN'T CHAT WITH ANYONE because of an outage! Can't TALK to anyone on the phone, because of an outage! Outage map says once again all is well!

   Now to add to the whole mess, all day yesterday, I was attempting to speak to someone through yall's Messenger profile. I absolutely understand why it took all day with this method. However, after hours of trying this, I am told, "I know unfortunate events like the Beryl storm can impact our expenses. However, the system is unable to restore the service because of the previous broken payment arrangement."

I'm told I have no other option than to immediately pay my whole past due balance, despite the app having ALLOWED me to make another future arrangement as an option to the missed arrangement. If this is NOT going to be an option, IT SHOULD NOT BE OFFERED AND ALLOWED IN THE APP. 

   To add insult, yall act like we are completely dumb and don't know that SOMEONE in your company has every right and ability to honor what your app allowed. The supreme insult is that this has always been an option during every other part of the year, EXCEPT NOW, following an uncontrollable act of God that has affected a large swath of your customer base. 

   I'm not asking for a credit due to the actual outages or for the spotty service that has been on going since the storm. I'm asking for lieniancy, for extra time to pay within a time frame that has always been allowed, because I am struggling in the same manner, and for the same reasons, your company and many of your employees are struggling.

   This whole thing is shameful on Xfinity's part. You don't allow us to speak with anyone and you tell us we are sol at a time when the government, usually the least helpful organization ever, is helping people without question.