Worst Customer Experience EVER

I am writing to formally express my extreme dissatisfaction with the experience my family and I had while attempting to establish new Xfinity service. What should have been a simple process of setting up internet service turned into an exhausting, frustrating, and completely unacceptable ordeal.
From the very beginning, getting the service established was unnecessarily difficult. Your website repeatedly told us that someone would contact us, yet nobody ever did. We tried multiple times over several days before finally managing to reach someone by phone. Even getting a representative on the phone felt like an accomplishment.
Eventually, we were able to schedule an installation appointment. Unfortunately, the problems only got worse from there.
On the day of our scheduled installation, we lost power due to severe weather. We contacted Xfinity to let you know that we had lost power and needed to delay the installation. We were then told that Xfinity had already canceled the appointment because of the weather and that an email notifying us of this cancellation had been sent that morning.
No such email was ever received.
We rescheduled the installation for the following day. However, later that same day, during the original appointment window, the installer showed up at our home anyway. We explained the situation to him in person and had a full conversation with him about the lack of power. He told us he would return the following day.
Instead, the installer reported that we were not home.
That is completely false.
We were physically at the home, spoke with the installer face-to-face, and explained exactly why the installation could not be completed. Somehow, despite that conversation, the appointment was documented as though nobody was home. This error then created an entirely new series of problems.
Our appointment was subsequently canceled altogether. When we called Xfinity to try to correct the situation, we were bounced from one representative to another. Nobody seemed to know what had happened, nobody had the same information as the previous representative, and nobody appeared willing or able to take ownership of the problem.
Eventually, we were told that we would need to cancel our existing plan and start over with an entirely new one. We were also told that someone would come out the following day to resolve the issue.
Nobody came.
So, once again, we had to call Xfinity.
At that point, we were given yet another completely different answer. We were told that because of the problems surrounding the installation, we would now have to pay another company to come out and install the service—and at an increased price.
Let me be very clear: We should not be responsible for paying additional money because of Xfinity's mistakes, miscommunication, inaccurate documentation, and failure to properly coordinate its own installation.
At virtually every step of this process, we were given conflicting information. One representative would tell us one thing, the next representative would tell us something completely different, and then we would have to start the entire explanation over again. We were repeatedly transferred instead of helped.
The most disappointing part was not simply that mistakes were made. Mistakes happen. The unacceptable part was the complete lack of ownership and willingness to actually fix them.
Not one person we dealt with seemed interested in taking responsibility for what had happened or making the situation right. Instead, we were repeatedly passed around, given contradictory answers, and ultimately presented with the prospect of paying more money to correct a situation that Xfinity itself created.
The customer service we received was rude, dismissive, and extraordinarily unhelpful. After spending days simply trying to get service established, we were left feeling as though we were being punished for attempting to become Xfinity customers.
This is an absolutely terrible way to treat a new customer.
I have never experienced such a dysfunctional process for something as basic as setting up internet service. The sheer amount of unnecessary time, effort, confusion, and frustration this has caused is ridiculous. We should not have to repeatedly call customer service, explain the same situation over and over, correct inaccurate information, and argue about charges simply because different Xfinity employees cannot communicate with one another or properly document what happened.
I expect Xfinity to investigate this situation, including the inaccurate claim that we were not home for the installation, the conflicting information regarding the cancellation, the failure to send the promised cancellation email, the subsequent failure to send an installer when promised, and the instruction that we should pay additional installation costs to correct these problems.
I also expect Xfinity to explain why we should be financially responsible for any additional costs resulting from this series of errors.
At this point, this experience has seriously damaged my confidence in Xfinity before we have even been able to properly establish service. If this is how customers are treated while trying to start service, it raises serious concerns about what dealing with Xfinity will be like once we actually become customers.
We did not ask for anything unreasonable. We simply wanted internet service installed. Instead, we were met with poor communication, contradictory information, repeated transfers, inaccurate documentation, broken promises, and representatives who seemed more interested in getting us off the phone than actually solving the problem.
This needs to be addressed.
I am requesting that a supervisor or appropriate member of Xfinity management review this entire situation and contact us with a resolution that does not require us to pay additional costs for Xfinity's mistakes.
This has been, without question, one of the worst customer service experiences I have ever encountered.
Xfinity needs to do better. Much better.