No one knows what they're doing.

I am extremely disappointed with Xfinity. Today between chat and phone was close to 2 hours. This is regarding an account that my parents have. 

Last week we noticed that my parents bill went up to $172 from $157. No emails, alerts, nothing. I called last week with my parents on the line. The representative managed to find my parents a promotion matching exactly what she currently has. She also told me that she is making the bill for this month at $157. 

Fast forward to today. I decided to check my parents account. No changes were made. I began a chat with one of your agents. She couldn't find anything regarding this promotion. I requested they listen to the phone call that just happened last week. Was getting the run around. Finally she writes,

 "As per your promotion from last week,
your bill will be $172.48 per month.

Since you activated Eco Bill and Autopay
with your card, your monthly billis now
$170.48.

If you activate Eco Bill and Autopay with
your checking account, your monthly bill
will be $162.48" 

Word for word. I told her I was not happy with this because I agreed to something else last week. She told me she'd have me speak to her manager. 

The supervisor gets on the chat- his name is Divyani. Absolutely no help. Began telling me all the promotions for exactly what my mom has is more then she can afford. I was so tired that at this point I requested to just give me what the previous agent mentioned. Nope. He said he couldn't. That promotions sometimes quickly changed. This back and forth went on for a while. 

Finally, he tells me he's going to have the retention team call me because xfinity doesn't want to lose my parents as a customer. 15 minutes later, a woman calls. I gave her the entire story of what happen. Only to find out she can't help me because she's from the MOBILE department. I asked her to transfer me to retention. Nope! Was transferred to internet essentials. Finally, the person from internet essentials transferred me to retention but the wait was 75 minutes! After dealing with xfinity for two hours, the last thing I wanted to do was be on the phone another 1hr and 15min then however long it would have taken to potentially solve this. 

I have personally been an xfinity customer for about 8 years and have never encountered anything like this. My parents have been an xfinity customer since I could remember and my mother is appalled by the quality of service we've received.