Why does xfinity hate their customers??

I have been a Xfinity customer for almost 20 years and historically I've been pretty satisfied with the service and the pricing as well when I had an issue it was usually dealt with pretty well and in a acceptable time frame. But the last few years it's gotten absolutely horrible to the point that I officially cannot stand Xfinity and if I had any other option I would be gone in a second. To start with my internet usage as almost always been within 100 GB up or down and all of a sudden about a year ago and then again 6 months ago my usage jumped skyrocketed almost doubled, I never got an explanation for that even though I did call in multiple times asking how or why when nothing changed in my life during that time frame that would have explained the increase. And that leads me into my second and biggest frustration the customer service. I cannot stand when I have to contact Xfinity I actually dread it, for starters, the chat is horrible and when I eventually get to where I can ask to speak to an agent every single time get a message telling me their experiencing high volume of online chats and no one is available to chat with me and it tells me to call the 1-800 number I then call the 1-800 number and go through that ungodly absolutely ridiculous waste of time of an automated system only to eventually be told at least five times respond to the text we just sent you, or respond to the link we just sent you, Our automated chat is there to help. I've even been hung up on from that [Edited: "Language"] automated system telling me to use the online chat which then tells me to call the 1-800 number. Having to reach out to Xfinity has officially become one of the top five on my I would rather do anything but list. And the few times I have actually got a real person on the call most every time it is almost impossible to understand what is being told to me. And please I have no issues with any nationality I have a problem with not understanding a  conversation that is important and the information being shared matters. My most recent experience which was just last week I was completely LIED too.  I was calling in for billing issue and the entire conversation kept reverting back to me changing my plan I have screenshots of the entire conversation where I kept trying to redirect the conversation back to my original reason for call but eventually the rep I was speaking with convinced me that the plan change would actually save me money, Now I was very clear and I asked multiple times regarding the pricing, and regarding keeping my unlimited internet service because I work from home and I require a high speed unlimited internet service, and I was promised and assured over and over again everything I was being told was accurate and true the person even think me for believing them at the end of the conversation. Surprise or not surprise I never received the modem I was told I would get as an upgrade, and so a week later I called back into Xfinity to check on the process of my new modem and I was informed the new plan would actually be increasing my bill and then after that conversation took 2 days and about 6 hours of my time through the online app I was able to see my internet had been changed from unlimited to The limited version which is why I was seeing a slight drop in my billing for that first bill I've already gone over that limited data for this month and I've already incurred charges for that overage. I don't even know what to do at this point, calling in is a complete waste of my time I work 10 hours a day I do not have time to spend hours trying to get a hold of a real person who I can have an actual conversation with and trust that what I'm being told is going to actually be accurate. I literally don't know what else to do or who to go to. Dealing with Xfinity has become one of the absolute worst things in my life to have to deal with. I am just praying for another service to become available to me in my area soon as possible.