XFinity Virtual Customer Service

I have never written a bad review before this. Every experience I've had in-person at a store is just fine. For smaller/quick questions, I have tried to chat with the virtual assistants. To summarize my experience, I sat in the chat for 40 minutes and kept receiving a response that they were reviewing my account. For context, I wanted to confirm 2 things: Make sure I didn't double pay for a month, and whether or not with the autopay function, is it normal for payments to be taken out of the account days after the autopay is scheduled. I would think that this autopay function question would be common knowledge for an employee of XFinity as it directly relates to billing. I was in the chat originally with "Jasvir", once I asked for an update and if there was someplace to provide feedback on customer service, it says they left the chat. Another person came in, "Ritick", I asked the same question about where I can provide feedback...they said "Yes you can" and nothing else and then left the chat. 

I work in the customer service industry as well and this is honestly just plain terrible. For one, the only customer service phone number listed in Google is almost impossible, I've waited to talk to someone for over an hour before with the call ending on its own. If Xfinity wants to go the route of having virtual assistants etc, the response rate should be far quicker than 40 minutes to answer 1 question. As a user and customer, this method is extremely frustrating and just terrible. I don't mean to reflect my anger onto the employees themselves but the overall structure of Xfinity customer service. Definitely something to reconsider and evaluate in this new year.