Resolving Service Issues

I've been trying to get someone to help me with a cable outage for the last four days.  I've had an appointment scheduled which the Xfinity Assistant closed because they stated the problem has been fixed, which it certainly hasn't.  I call again today (three times) and now I'm in another holding pattern to try to get an appointment.  Is this typical of Xfinity?  It's a rather complex set of hoops I'm having to jump through and I'm wondering if it's really worth it.  Is there any way to lodge a complaint of get someone on the phone that knows what they're doing?  Really frustrated.