Dear Cory Harriger or Tasha Hughes

I am leaving Xfinity after 4 years, and I couldn't be happier. The only thing that works in customer service or online is when you want to buy something or add a service. Anytime I try to do anything other than PAY BILL or SHOP, the website and app are broken. Transferring a line, Statements, Billing details, etc are all broken all the time. 

The automated phone system is atrocious and bilious in ignoring any attempt to get a live person. It shouldn't take 8 minutes to say the wrong thing so many times to get the wrong department, and be transferred again for over 15 minutes to get someone else. And no warm transfers to customer support?? You have Customer Support that HAS NO SUPPORT. No Answers EVER. They have to CHAT someone else to even help and have no resources to solve things on their own. I have multiple accounts. The account system is terrible here. Probably impossible to teach someone how it works.

I was told over the phone that a ticket would be stuck in a loop and never get resolved, so I should go in-store. Then, at the store, they said they could only help you over the phone. What twisted customer service redirects you for hours??!

And every time you navigate the phone system! One prompt even says, "Would you like to cancel your line immediately?" LIKE while I'm on the phone?? Cut off my one way to resolve something?? 

I've spent 15 hours over the phone, in chat, and at the Xfinity store, total, to get my phone unlocked after it had been paid off for 2 years. It should have been done automatically.

Now, ALL of this is small compared to why NO ONE DISCLOSES ANY FEES OVER THE PHONE. It is always left to SURPRISE ME that I call to change internet speed, or turn off internet (because it is not offered in my area) to find out there is now a $25 flat fee w/o internet? HOW does no one at your company know about this to tell me when cancelling the internet?? 

It makes me sick to my stomach. I've been through multiple situations similar to this for years, and I'm glad it is over.