Why is xfinity customer support so horrible

I have not had voice service for months and finally just gave up and tried to cancel the service and moving to starling or att as xfinity customer support model is to avoid dealing with its customers bu doing ever thing possible not to have a real person speak to you and promise issues will be correct and they will follow up to make sure….allowing lies. I waste hours in frustration talking to bots….. xfinity has had the worst customer service ratings since I can remember and are consistent in keeping this position. This is what’s happen when u have a utility monopoly in areas. When I finally get someone live to cancel they sucker me back in with promises the issue will be corrected and a discount, which I fall for…..now, still no service and have to start the process all over…. call back appt is days away….what a scam. 

I give up. I want out.