Customer service is the worst!

I spent almost the entire day today, mostly on hold, with Xfinity Mobile support. On September 13, 2026, I paid off my wife's phone and watch. I was shocked to get a new bill still charging for the paid off equipment!

The first person I spoke with was very rude so I asked to speak to his manager. He put me on hold, 40 minutes later he told me he spoke with a manager and promised to call me within an hour.  That was this morning

and it's now evening and that call never came!  I called again and a very nice rep answered and looked into my account and read the exact comments left about the payoff and said per their rep, my equipment was indeed paid off on 9/13 and I owed nothing more.  She transferred me to billing  and they said their rep was wrong to tell me that and wrong to give me the payoff amount and take my credit card payment for over $400.00. They said she made a mistake and that I still owe over $1,000.00 for equipment and I am locked in a 36 month plan. I insisted to speak to a manager and was again promised a call, which again never came.

I have been with Comcast for 45 years, but no longer. I will spend yet another day tomorrow to try to get help!  Oh, by the way, the last rep I spoke with said there were no notes in my account regarding the 9/13 transaction. I bet they deleted the notes to protect their rep! I'm not giving up! I will call corporate and file a notice of dispute! I was a customer service director for a large company for 35 years and if the people I spoke with today worked for me, they would have been terminated on the spot!