WHY DOES XFINITY HAVE SUCH HORRIBLE CUSTOMER SERVICE

I have internet, TV and cell phones service with Xfinity. They have awful customer service and one of their reps tried to make a purchase today using by bank account for $235 saying it was from Xfinity mobile. The reason I know it was one of their representatives is because he had just called my husband saying he wanted to offer us a lower bill. He sent two codes and it was difinately from Xfinity that we had to give him just like Xfinity always does. He also asked personal information which should have been a red flag but we just did not catch on at that time. My husband asked for his phone number but of course he gave a false number. We had been trying to get our total monthly bill down but no one will actually follow through so I guess this scammer knew that. We have had a couple of other reps say they have lowered our payment but it never did happen. I pay automatic payments directly from my bank so all this information is accessible by their reps. Also I was given a phone number tonight by another rep for their fraud division but it did not ever ring. I tried another one from their website and once again, it did not work either. Another thing that bothers me is I can never see my statements and I needed to see it tonight so I can pay off my cell phone and change carriers. Everytime I click on "statement' it gives me an error and says not working so I can never see details of my bill. I am difinately going to cancel my service with them but I want a phone call from someone that speaks English to tell me my information will remain private from here on out. When we first got service with Xfinity, a rep assured us we could keep our old landline phone number we have had for years but after all equipment was hooked up and in motion we found out we could not use our old number. We then wanted to delete our landline but they would not let us so for all these years we have been paying for a landline that we never use!!!