customer service

I have been a customer of Xfinity for two years now, we started with the Internet service then in the second year we added 3 mobile lines, the mobile experience has not been the best, two of the devices we got from Xfinity keeps disconnecting from the network, we have to restart our devices several times per day, if we want to make or receive calls. Out of no where we got a call from Xfinity customer service, you qualify for an early upgrade, music to our ears, we were further advised,there will be no additional charges on your account and you can get a Samsung watch for $6. After getting this call we rushed to a store location with a smile, our store rep after hearing why we came looked at us as if we were crazy, he sated he never heard of anything like that before, at this point we had the full attention of the entire store location, to safe face, we upgraded one device at a in store cost of $78 plus monthly charges. The rep tried everything to get us to sign up for upgraded phones, he was kind enough to point out that he works for a commission ,so I couldn't blame him for trying. He advised us to call customer service, stating maybe they can do things that he couldn't. I started on the app, got no where, I called got no where, I asked for a supervisor to give me a call back, 2, 3 days, that did not happen. I don't know what kind of scam is being run at Xfinity, from my position, I am not finding it funny, someone needs to organize some training so everyone can read from the same script. Waiting for my contract to expire then it is decision time.