Worse year of my services

The customer service experience has been extremely disappointing. Representatives have often been either rude or lacked the knowledge needed to properly address my concerns. Over the course of several months, multiple representatives added installment plans to my account while assuring me they were applying promotional discounts to lower my bill. Instead, my monthly bill increased from $174 to $340.

I spent months attempting to resolve these billing errors before ultimately giving up and canceling my services. This situation is particularly frustrating because I was a loyal Xfinity customer for over 6 years. Unfortunately, my experience during the past year has been overwhelmingly negative.

I have contacted customer service countless times over the last 18 months, and simply reaching a representative has been a challenge. The automated system frequently prevents customers from speaking with a live agent, often requiring multiple attempts over several days.

What makes this even more frustrating is that after canceling service, I am now receiving multiple collection calls every day regarding a disputed balance. It is ironic that representatives seem readily available to call me repeatedly, yet are difficult to reach when customers need assistance. During one call, a representative even used inappropriate language and told me to “pay my [Edited: "Language"] bill,” which was completely unprofessional and unacceptable.

Two weeks ago, I was informed that the remaining balance would be credited because a representative had mistakenly added an installment plan instead of the promotional offer. Despite that assurance, the issue remains unresolved. This entire experience has been exhausting, frustrating, and far below the level of service I would expect from a company of this size.