Don’t know how to get help, or any resolution.

My experience with Xfinity over the past year has been positively nightmarish and downright dishonest. I came to Xfinity as a brand new customer, for wifi internet service. Pleased with the service, a year later I chose to switch my mobile service from Verizon to Xfinity, bringing my fully paid off iPhone with me. My problems all started when I called into Xfinity mobile to look into getting a new phone about a year later, so 2 years into being a customer. I had seen something about a $500 off limited time promotion for the iPhone 14, and wanted to ask for details. As it turned out, the promotion was only for new clients. The rep over the phone flat out lied to me MULTIPLE times so he could get the commission. He swore to me over and over that the promotion did apply to me even though I asked if he was certain very clearly. At the time when he had me sign the payment plan agreement, I asked him why the monthly payment was more than what he said, and he was adamant that the $500 Xfinity promotion credit would be applied to my account within 30  days, and that my phone payment would be proportionately reduced at that time. Of course, 30 days pass and no promotional credit was applied. I called back to correct the error, at which point the rep told me that the promotion I thought I was getting did not apply to me as an existing customer. Realizing that I’d been scammed by the previous rep, I asked for help rectifying the issue. The second rep then tried to talk me into trading in my new device for a cheaper phone, claiming that this was the only way to make my bill go down. At this point, I got pretty annoyed, and explained that I’d taken the time to set up the new device and had paid for a protective case and screen protector, so I was not willing to go through that process all over again and waste that hundred dollars I’d spent on phone accessories. The second rep admitted to me that the first rep likely lied to get the commission before I even mentioned the thought myself. He informed me that he looked up who that rep was and reported him—good, I guess, but didn’t do anything to help me, the wronged party. I asked to speak to a manager and waited on hold for over an hour. Eventually the rep just said he was going to make sure a manager called me within the next 24 hours. No manager ever reached out. Weeks later, I tried again and still had no success. After receiving a survey request, I rated Xfinity’s service as awful. After that, someone reached out to respond to my survey by email—her name was [Edited: personal information]. Her email stated that she’d just tried to reach out but couldn’t get in touch with me—not a single missed call, I triple checked. The email asked me to respond with some times that I could be reached. I responded same-day, and then never heard back from her again. It took me TWO MONTHS to even get that email, from March when I first got the phone, till May. Essentially I gave up thinking that anyone at Xfinity cared to help. 2 months later in July, I moved to a new residence, and therefore had to switch my internet service to the new address. The process was not smooth. I had to speak to 2 reps to get the internet working, and in the coming months, billing was a nightmare. I couldn’t access my account online or see my statements, and then out of nowhere I got a $200 bill by mail for cancelling my service. I never cancelled, but the two different reps who helped me set up internet at the new place apparently did it wrong. Took me three more calls, each taking an hour or more, to finally get the issue resolved. Meaning I spent about 5 hours of my time, and spoke with 5 different people just to get my service correctly moved from one address to the other. The issue spanned from July to September. Now, both my phone and internet bill are still inexplicably higher than they used to be and no idea why. How, HOW, please god, do I speak to someone about getting my money back? I deserve to be compensated for your rep lying to me on a recorded line, and after hours and hours on the phone over the course of the past year, I do not deserve to have my bill increased with the abysmal service I’ve received. It seems like the entire company is designed to make sure you never have to rectify anything you’ve done wrong. I’m appalled and I’ve lost hundreds of dollars because of it.