Comcast agent lied about creating a ticket

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

Funny, they did the same thing to me too. Xfinity customer service is a joke, even if you’re nice. 

This was a beyond infuriating process.  First, getting to an actual human is [Edited: "Profanity"] near impossible.  You first have to let the automated system send a reset full stop.  Without that they won’t move you forward.  Then I had multiple agents say “I understand your issue” when they clearly had no [Edited: "Profanity"] idea.  They’re trained to get off the conversation and not escalate, so I spoke to several agents, all of whom were way out of their depth.  Then the agent gave me a ticket to placate me and dropped the conversation, but didn’t actually create it and I had no recourse.  I doubt he was expecting me to keep forward with it, but as  XfinityBenjaminM has not gotten involved, I would like an answer or some accountability with regards to the lying agent (which is evidenced in the screenshot above, there’s no question).  I would like to speak with an actual representative who is somewhere beyond the first line of support who has very little capability.