Where can I leave this?

Xfinity Comcast never ceases to create the worst customer service experience imaginable.

Last September I canceled one of the two internet lines in my home after leaving the company that required it, but I kept my cellphone on that account. What was never explained is that you cannot have Xfinity Mobile without an active Xfinity account. Even though I had another active Xfinity account in the same house, my phone line was tied to the old account, meaning I couldn't upgrade or purchase a new phone.

The solution? Transfer my mobile line to my existing account. Sounds simple.

I went into an Xfinity store ready to buy a new phone, only to be told they couldn't perform the transfer in-store. It could ONLY be done over the phone. So instead of taking my money, they sent me home to navigate one of the worst phone systems I've ever used.

After finally reaching an agent, I verified my identity, explained what I needed, and was then told they had to speak with the primary account holder on the old account—even though I was an authorized account manager. She had to repeat all the same information I had already provided. Once she finished, I had to verify my identity AGAIN.

Then... silence. The call remained connected, but the agent disappeared for several minutes. We eventually hung up because the primary account holder had to leave for work. The agent called back, and we had to repeat the ENTIRE verification process again. Then the call went silent a second time.

When she finally called back again, guess what? Another full verification.

After more than 45 minutes, instead of transferring us to the department that actually handles line transfers, she said the issue needed to be "escalated." While we waited, she repeatedly tried to sell us additional products and services despite being told multiple times we weren't interested. Only after firmly refusing did she suddenly announce that we needed to be transferred... not to an escalation team, but to the Line Transfer department.

So the previous 45+ minutes were essentially wasted.

Once transferred, the entire process started over from scratch: identity verification, sales pitches, waiting, and more unnecessary delays. Another 30+ minutes disappeared.

Then came the worst part.

The representative attempted to add a device protection/insurance plan to my account without my permission. I caught it before the transaction was completed and explicitly told him I did not want insurance. Despite that, he added it anyway and then casually said he could remove it afterward by sending me another authorization link.

That is completely unacceptable.

I spent well over an hour on the phone because I wasn't routed to the correct department in the first place, endured repeated identity verifications, multiple dropped or abandoned calls, relentless sales pitches when I was simply trying to move a phone line between two Xfinity accounts, and then had an unauthorized add-on placed on my account after I explicitly declined it.

This wasn't just frustrating—it felt intentionally designed to waste my time and maximize sales opportunities instead of helping a customer. Comcast/Xfinity's customer service is among the worst I've ever experienced, and practices like this are exactly why the company has earned the reputation it has.