Access to account online

I have continuous problem with accessing my billing or managing any of my  sevices online. The customer service I called veryfied my problem and submitted a ticket about it months ago (Ticket # [Edited: Personal Information]). The problem was not fixed for a month, so I called gain, and I was told that the ticket was closed “because the problem was fixed”. The customer service verified that my problem was not fixed so she said that she is going to “escalate it”. I waited a couple of more weeks and called again. This time the lady on the line told me that she took detailed notes of my problem which again she saw, too, and “will escalate it further”. I asked whether I need another ticket # and she said no, but I will get an email about the status. Needless to say no email has ever arrived and the problem still exists.

Not only that, but for some reason, my automatic payment was not processed so I was late with one of my payments for no reason, because I am using the same credit card forever and still paying for everything from it with autopay. Because of that, I have to get to a store to pay my bill in CASH (!) because I was told in the store that my account was blocked for credit payment. When I told this to the customer service, they told me that this is not true, and the security department I was connected with also confirmed that this is not the case.

When I want to pay online I get the message “You will need to make a payment in person, Please visit an Xfinity Store near you.’

When I want to add a credit or debit card online, I get the message “ We are unable to process your request, please visit us in store for assistance”.

I was also told in the store that they can’t do anything for me there, I have to contact Xfinity by phone, while the messages online direct me to the store.

When I want to access or manage my services, I get the message “Unfortunately, we're unable to complete your request online, but our knowledgeable representatives are available to help you right now.”

Obviously, I am not going to call the “knowledgeable representatives” again but wait whether you get back to me or fix my issue by the next billing date, otherwise I have no choice but to switch to Verizon. Which you could care less about of course.

Sincerely,

a “Diamond member”, supposedly