A nightmare with customer service/support today

A cautionary tale.

I've been a customer nearly 30 years.  I have Internet, WiFi, and Cable.  I pay a lot for those services.

My monthly bill went up enormously this month and I started a support chat to find out my options.

The chat person (name of Saloni) asked me some questions.  I told them what channels I must have.  I told them how many devices I connect to my WiFi.  They said I could use the Choice TV Bundle option (and gave me a link to look at -- which turned out to provide misleading information) to confirm my channels were there, which I did.   The Choice TV bundle (again the support agent claimed and confirmed multiple times) had all my desired channels that I had listed BUT BUT BUT I need to buy a mobile phone (a Samsung Galaxy) that I do not need (I am an Apple customer and have a phone; I don't need another phone and don't want one).  

They said with the new phone I'd save so much on this Choice TV bundle that it'd be worth having the new device.

So I agreed.  Stupidly I agreed.  After going through this and waiting an hour for the plan to update on my TVs, I then started looking more closely at the bundle and it was all wrong.  Even though on the link they gave me (which turned out to be a generic channel lineup and not at all the "bundle" I'd agreed to: https://www.xfinity.com/support/local-channel-lineup/) showed those channels, it was WRONG.

I was horrified and felt like I'd been scammed.  I'd been pressured to buy a phone I did not want and misled about the "bundle" I was getting.  I had been misled.

So I got on another chat and explained what had happened.  I changed the bundle so I will have most of the channels I want, and I will save a little money.  

I asked to return the phone and the support person I'd been working with said they could not do that and that I had to call the Dedicated Tier 3 Mobile Team  (1-888-936-4968) to cancel the phone.

BUT THE DEDICATED MOBILE TEAM CAN'T CANCEL IT EITHER.  This call to the mobile team was made within 60 minutes at most of making the *bad* order with the misleading support person.

This is just a mess.  So after 20 minutes with Tier II I am told to refuse the phone when it comes.  Really?  I am told to wait and hopefully the cost of the phone will be refunded.  That is so unacceptable.  Why the heck can't they cancel this order for a phone? It's ridiculous.

This honestly feels like a scam.  I was misled and pressured into getting a phone I did not need and want.  And within a few minutes I could not stop this order.  Even Amazon is better than that.

What a mess.  I am so discouraged.  I have been a loyal customer for a long time but maybe this is the straw that breaks the camel's back.  Most of my watching can be done via streaming.  I don't need Xfinity or Comcast any more.  I just got used to being a loyal customer.  

I am really unhappy.