Customer support system: threat or menace?
I noticed a sudden $15 charge for "inactive internet/voice equipment" and went thru customer support to get it removed. Once connected to an agent, they took 15 minutes to check and then claimed I was not being charged. I offered to send a screenshot of the bill and only then they were able to see it. They sent me an approval link to remove the charge by text. I hit the link and approved the change, and the screen hung at "This should only take a minute" step. Agent sent a new link; same problem. Agent sent link by email to my desktop; same problem. Then was disconnected because I did not type "okay" to keep the chat active. Restarted with new agent, who was somehow able to complete the correction without further approvals (maybe they finally went through?) and then begged me for a 10 on the survey. Total time to resolve this issue was about 70 minutes. So:
* What triggered that "inactive internet/voice equipment" charge? Are these just added randomly in hopes we won't notice them?
* Why can I get online and look at my bill in about 3 minutes, but it takes the chat agent 10 minutes to do so?
* Why would the agent claim there was no charge and then agree there was a charge when I offered a screenshot?
* Why do I have to keep typing "okay" every few minutes to keep the chat alive, when I'm waiting for the agent to respond?
* What's wrong with the approval process to cause the apparent hang?
Comcast/Xfinity, I'm sure you could do a better job if you wanted to.