Terrible customer service services

About two months ago our phone service was cut off with no advance notice when the credit card we’d been using to auto-pay our monthly bills stopped working. We did not receive a single advance notice of this cut-off: no email, no text, and no voice mail message. I had to spend an inordinate amount of time working my way through your ineffective phone tree before I could speak with a human agent. I thought I’d fixed the issue by providing updated card information. I explicitly told the agent to start using the new updated credit card info. 

Yesterday our service was cut off again with no advance notice: no text, no email, or no voice mail message. And once more I had to spend a long time on the phone before I could speak with a human agent. This person told me that the previous agent had not indicated in your system that the updated card info was to be marked as the primary card—so my previous, outdated card was still being used for billing. I have, once more, fixed the problem. I hope. 

Why doesn’t Xfinity send text messages to the users on the account before cutting off service? Or emails? An AI phone call from an unknown number is almost never answered, indeed the general recommendation to the public for controlling spam calls is to only answer calls from known numbers. So a text or email would be a great solution! 

We have been loyal customers of Xfinity for many years but are now exploring other telephone options because of this problem.