"We received your cancellation request" that I never initiated

Customer support has really dropped the ball on this one...

Yesterday, I received an e-mail that you had received a cancellation request from me effective 7/30.  I did not initiate this request in any way.  I immediately called Customer Support and could not get through to speak to an agent to resolve.  I tried the Xfinity Assistant instead since that seems to be your preferred method of support.

The agent, Lovepreet, notified me that the reason I received the e-mail was because someone wanted to "activate the service at your address which is why your service got disconnected."  First, it is very concerning that a random individual can initiate a service cancellation without my consent.  Second, I never said that my service was disconnected.  Xfinity agents need to read what customers write and address those issues... more on this later.  Third, before my issue was fully resolved and my questions answered, the agent attempted to sell me mobile phone service.  While I'm not generally against the upselling of customers to new/additional services, I believed the security of my account had been compromised and that needed to be fully resolved before making a sales pitch.

Upon disconnecting the chat, I was under the impression that my issue was resolved before receiving a random text this morning from Xfinity that "we are not able to handle your request."  I initially figured it was the "cancellation" that never went through and ignored.  A few hours after that, I received a voicemail from Xfinity that was completely garbled and impossible to understand.  I called the number back and got the Xfinity greeting, which is the only way I knew the call/voicemail was from Xfinity.  The callback was also an unpublished/unlisted number that does not link back to Xfinity via a web search.

I then called the main customer service number, went through the prompts, and was eventually hurled into the abyss of never-ending silence similar to before.  After about 5 minutes or so I hung up and went for the Xfinity Assistant again.  I explained the situation to the agent, Drake, who from the get-go was far more interested in changing my service than confirming my account was fine and there were no more active cancellation requests.  I had to explain twice, in full, what I was looking for before Drake finally took off his sales hat and acknowledged that my account was fine, there were no more cancellation requests, and further calls/texts/e-mails regarding cancellation requests would cease.

Though I was satisfied with the eventual resolution, it took me a *lot* of time and frustration to get there.  Given the agents prioritization to the sales pitches I received, I question whether this whole "cancellation" thing was an elaborate way of getting my attention to sell me on mobile service or a different cable/internet package.  The Xfinity Assistant seems to be the primary way you wish for customers to communicate support inquiries.  I generally welcome this, but the service/support folks on the other side need to do a FAR better job of listening, comprehending, and executing on what customers are saying before making additional sales pitches or attempting to take customers in unrelated directions.

Overall, this experience was pretty terrible and makes me consider actually cancelling my service of 20+ years.  I hope by posting this in the forums I don't start the "we received your cancellation request" cycle once again... I'm only half joking.