Why is it so difficult to cancel service?

I’m extremely frustrated with the process required to cancel my Xfinity service. Customers should be able to cancel their service easily online without needing to call or visit a store.

I recently moved to an area that isn’t close to an Xfinity store, and every time I call customer service I’m placed on hold for an extended period of time (+20 minutes)—so long that I’m unable to stay on the line. I’ve also tried using the callback option, but that service has not worked either.

This type of business practice feels very frustrating and unfair to customers. When I initially set up my service, I had no trouble reaching someone immediately. However, when trying to cancel, the process suddenly becomes extremely difficult.

There should be a simple and accessible way for customers to cancel their service online.