Absolutely wonderful

Yesterday I found out that the upgrade to my service that I had requested ,( and been paying for) was actually still "pending" .And even though my bill had increased and I was paying for a boasted internet speed , I infact was not receiving it.  That's not even truly the main reason I'm even working this, it's the steps I had to take, and the craziness that followed that makes this worth reading. 

I first attempted to use the self help chat bot or whatever that mess is you currently have, to route my concern to the proper people. ( Never happened)  I was connected to 3 separate agents over the course of about an hour and half all of which , either completely stopped responding  even though the app said we were still connected , even showing a typing status now and again but no actual response ever came. Now during this hour and a half each time I. Disconnected from one agent to start the process over again I would have to go through the prompts, reset my modem , wait 10 minutes ( sometimes like 15-20 ,) before the chat would even prompt me to to be able to chat with a representative. After giving up on that nightmare I decided to just call and speak to someone directly as that was the most logical thing to do at that point ...well I was met with the same nitemare of neve ending prompts and redirects , being forced to reset my modem and wait for a callback from a ln AI chat bot ( that never came ,) after doing this twice ..I resorted to just smashing the zero button and saying ," speak to a representative " over and over and over and over ...and about 2 minutes of that I eventually was actually connected to someone....somewhere ....

Now that I've succefully  connected to a real live human I thought I'd be in the clear....here...right here is where it all blows up. The agent , the rude careless agent , always first off IMPOSIBLE  to understand, and I made him aware of this , only to find him speak even faster and make it even harder for me to clearly hear and understand him. They then went on to make me aware that the service that I had upgraded to ..was not the correct service and to get to upgraded speed to my modem I needed to pay another 25$ plus a rental fee ...to use the modem I was already using, the one that is currently providing the service to the residence in at, yea that modem I now had to pay a rental fee for and increase my bill from 30$ to 100$  for a simple boost in speed ..1 tier level...not like one end on the spectrum to the other ..no...just then next one in line from where I was..a little boost.  After this I was elated to find out that I had been made eligible for a free brand new iPad ..lucky me...all I had to do was quietly ..without making any sound or speaking and avoiding and  background noise ...I  needed to punch into my phone keypad...first MY DATE OF BIRTH , then my SOCIAL SECURITY NUMBER  , followed my CREDIT CARD INFO including the EXP AND CCV . and to again don't speak at all just press the button on the phone ...being sure to input my date of birth as month month day day year year year year . This is what was just communicated to me ....on the phone...with an Xfinity agent.....who I know was actually an agent with Xfinity because he sent a  2fa code to my phone  and did infact make billing changes to my acct on real time while I was on the phone with him, so it's not like I contacted sumone by mistake ..this was infact an Xfinity agent .. never the less the phone call ended after my personal identifying Information and billing information was requested .

Let's say end this with...[Edited: "Language"] happened?  I could suggest my ideas at where this went wrong ..and what could be done better ....but we're not dumb ...neither are you...and who ever reads this isn't either...it's clear what needs to be done.. the problem is that implementing implementing AI chat bots that are insufficient at handling any of the input it's being fed  and carrying out any of the commands it's trained to , is Detrimental a positive Experience totally disregarding the effect it has to you as a company overall. Then pair that short coming to rerouting your calls to an overseas call center is just 2 thumbs down to begin with. I've had very few positive interactions with overseas call centers in my life ...the majority are always NON productive , frustrating , and end with people filing complaints because the person that was supposed to fix our problem doesn't care about us or the company it represents..so when someone is faced with the person that was initially supposed to be the fix to out issue , infact making it worse ..it's really really frustrating and often ..( as is the case with me ) the final nail in the coffin so to speak ..and we switch providers ....ill wait and hope and pray no identity fraud issues arise from this interaction ...and hope that this post makes it to the right place ..and the right person reads this...and implements change where it needs to be tweaked. Cause this Aint right ...at

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