shameful experiences lately

Up until now, I’ve actually had pretty decent experiences as far as getting support etc. but recently it’s been out-right terrible. I had serious life events affect my ability to pay my bill on time, and all I had to do was set up a payment plan since I only needed a few days. My service was shut off, and I just got a new phone. It would not let me sign in without resetting my password—and then required I be connected to my home network (which was suspended) to do so. Which I obviously could not. I called support and was forced only to be able to connect to billing, and waited 34 minutes to be connected to somebody who I unironically could not understand. No judgment but doesn’t make sense that the support agents that you employ can’t be eloquent and professional—no matter their dialect. He attempted to charge my account immediately, for the full amount, ignoring my attempts to get clarity. Then when I said I just want to do my own billing like I always do, but just need to get access to my account, the agent stated they’ll transfer me to technical support…and then just hung up. Wasted 40min of my time to be hung up on, and then couldn’t even get connected with another agent after calling AGAIN. Wasn’t even given an option for anything but to make a payment. I only got access to my account and was able to make a payment to YOU guys by having a friend log in on his own xfinity app and do it for me. It’s unbelievable the time and effort I had to go through just to access my account, let alone pay what I owed. I have sworn by xfinity and upgraded recently, but the lack of benefits for long time customers and utter disregard for customer satisfaction really is awful. At this point, the only reason I am staying anymore is because there’s no fiber in my area and Comcast is a monopoly with no other competition in most low-mid income areas especially.