Xfinity as a whole

Recently I had to shut mom's cellphone service down because she was getting hit with high bills despite not using the mobile data. After shutting of the service and being told the bill was current she got hit again. I log into her account to see why and realize she has been paying for someone's home internet and tv service in washington state for over a year. Thing is she lives in Missouri and doesn't know anybody In washington state. They have crossed someone else's account onto her account and billing her for it all this time. Customer service was not helpful at all transferring me back and forth between departments until they finally put me on a callback saying it would be 20-30 minutes. Waited 4 hours and never got a call back. Finally I decided to remove her card from the saved payment and requested upgrades on the TV and internet at the washington state address to the most expensive plans available so whoever has it can worry about how to pay the bill since xfinity "comcast" won't do anything about it. I've taken screenshot of the address and account information and recorded the calls myself so if they try to collect in the future I have proof that it's not her bill and she's not responsible for it.