Very Unhappy Customer Who Wants a Supervisor

I need a supervisor to explain to me how I made a payment arrangement that was actually not a payment arrangement but just stating that I’ll pay X amount of dollars on such date. I lost my job two weeks ago and I had surgery on October 21, 2024. I came home and my service was turned off. The payment arrangement I had made did not tell me that it was not a payment arrangement. I spent probably no joke two hours trying to get to a person. When I would get to the person, they would be foreign and I could barely understand them, but it always ended with “ma’am, there’s nothing I can do until you pay your bill. I don’t understand why you don’t work with your customers when something happens in their life. If there was any other service in my area, xfinity would not have my business any longer. The whole point of offering a service is to have customers who are happy with the service. My internet is jumpy and sometimes really lags. If you have a genuine emergency situation, it should be on a case by case basis instead of just the stock “nothing can be done until you pay your bill. I sat there and asked over 10 questions to the Assistant and all I kept getting was “pay your bill, pay your bill, pay your bill.” This is not how you run a business and continue to have loyal customers. I am absolutely furious over it. I understand not being able to make a payment arrangement on the date that I wanted, but it would’ve been nice if I’d been told that date was too far out for the arrangement and I would have tried to make other arrangements with my other bills instead of it just scheduling it as payment. No one at all can seem to help me unless I pay my bill. Don’t you think I would have paid it if I had known. Quick backstory: I lost my job two weeks ago and I had surgery on October 21, 2024 for a fall down a flight of stairs. I came home and my service was turned off. The payment arrangement I had made did not tell me that this was not a payment arrangement. I spent probably no joke two hours trying to get to a person. When I would get to the person they would be foreign and I could barely understand them, but it always ended with “ma’am there’s nothing I can do until you pay your bill.” I asked to be given a few more days and that answer. I asked about downgrading to just internet so my bill doesn’t keep accruing at the higher rate. Same answer. I don’t understand why you don’t work with your customers when something urgent happens in their life. If there was any other service in my area, xfinity would not have my business any longer. The whole point of offering a service is to have customers who are happy with the service. If it’s a genuine emergency situation, it should be on a case by case basis instead of just the stock “pay your bill.” The assistant was much worse. I sat there and asked over 10 questions to the Assistant and all I kept getting was “pay your bill, pay your bill, pay your bill.” This is not how you run a business and continue to have loyal customers. I am just absolutely furious over it. I understand not being able to make a payment arrangement on the date that I wanted, but it would’ve been nice if if I’d been told instead of it just scheduling it as future payment.