Yet another complaint.... and a complaint about how difficult you make it to file a complaint

First off: my initial complaint. My HBO subscription suddenly stopped working. It wasn't the end of my billing cycle, so I was a bit confused as to why it stopped. I reached out to customer service, and ARAVIND told me that he would put in the ticket to restore it and it would take 5-6 hours. That was disappointing, but okay, fine. Except it didn't get fixed. I got on the chat again the next morning only to be told by YONA that he gave me wrong information. The promotional period had ended. Except no explanation as to why it didn't go through the full billing cycle. She offered to make it right, which I assumed meant that she would extend the service to the end of the billing period, but instead I was dropped and transferred to a new agent, P S S SAI. Same thing. Rather than addressing the issue, she ditched it and left the problem to the next person, PRASAD. He ditched me without even bothering to offer a single message, and then I got to ROHIT. He likewise couldn't offer any explanation as to why the HBO service was cut early or why the initial agent had told me it would be fixed. I am now two hours into this issue. I finally just gave up... which is almost certainly the outcome XFINITY corporate were desiring. Making it so difficult to get clear and accurate information that customers give up so you don't have to deal with it. Given the sheer quantity of complaints I've found, it does make one wonder if it's actual corporate policy to be so difficult. It's very disappointing to receive this level of disregard, rudeness, and ineptitude. All I wanted was a clear answer. If the accurate information had been that the promo was over and there was nothing to be done, I would have been fine with that. But that's not what they told me. They told me it should have gone through the end of the billing cycle. What I'm not fine with is the runaround, nor the misinformation and possible outright lies that I was told. My complaint is not that the HBO service ended, that's whatever, but my complaint is with the awful experience I had trying to understand what had happened and if it could be fixed. But they sure were Johnny on the spot to try to get me to pay up for resigning up for the service. Please note that I don't have to get HBO through Xfinity. There are a dozen other methods to access the service. So after this experience, why on earth would I buy it through you guys? I'm not inclined to help you earn a commission on it when I can buy it elsewhere for the exact same price. Xfinity offers absolutely no benefit to buy through. You don't offer a discount on it. The irony is, I probably would have bought it through you because of the promo period and the ease of just letting it continue had this not been such a difficult experience. Just something to think about....

The second issue is how difficult it is to file a complaint. There is no readily available email address to use. And the "directions" (airquotes intended) provided by your employees in response to other forum posts with complaints is to leave a direct message. Here are the directions they provide:

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3Ei9HRN 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

EXCEPT THERE IS NO DIRECT MESSAGE ICON. There is a bell. There is a user account menu button, but that menu yields not options for direct messaging, not a "pencil and paper" icon. There is no button at all for emails or direct messages. So these directions are utterly useless. This is another example of Xfinity's determination to make it so difficult to file complaint that people give up rather than bang their heads against a wall. Again, very disappointing for a company to have such utter contempt for customers that they make complaints impossible to file.