Equipment prematurely delivered - The worst customer service I have ever experienced in my life

I ordered xfinity service on Tuesday, June 25th for internet and mobile. I told the agent I was speaking with that I would not live at the service address until July 23 and did not want to start my service (for either) or receive equipment until that date. She assured me that would happen (a different representative told me today that orders cannot be placed that far in advance. It would have been nice to know when I placed to order)

Since then, it has been a nightmare dealing with xfinity's customer support. On Wednesday the 26th, one day after placing my order, I received a notification from FedEx that a package was being delivered to me. Upon investigation, I found out it was two packages - a cell phone, which was scheduled to be delivered the following day, and a modem.

I contacted customer support immediately to let them know I was not at that address and was told the equipment wouldn't be shipped until the end of July. The first representative assured me that the items hadn't actually been shipped. The second representative I spoke with told me I had to contact FedEx to request they hold the package and told me to go pick it up in person. (On an unrelated note, the first FedEx rep told me I could do this, and I drove over an hour to the hub only to find out that I could not). I received a call from FedEx that night informing me that not only did xfinity have to request a change in the delivery - they specified that no changes (change in address, hold, etc) could be made. In other words, this package HAD to be delivered to an address that, at this time, is occupied by someone else.

I contacted xfinity customer service again. The first agent I spoke with assured me that nothing would be delivered without a signature, and that the equipment would be returned as refused. The second agent I spoke with said she cancelled the shipment, I could rest assured, and that I could go to the closest xfinity store to me to pick up the equipment.

Wanting to have the equipment in my hand, and for this nightmare to end, I drove 45 minutes to the closest xfinity store to me only to be told that I could not pick up equipment there and that a modem was already activated on my line.

I contacted xfinity customer service again - this time having to lie on the phone and pretend I was wanting to open a new account in order to reach a real human being on the phone. The first time, when I wanted to close, I waited for a FREAKING HOUR for no representative to answer. It is curious that when I said I wanted to open a new account, an agent was contacted immediately.

The representative I spoke with today was helpful - she told me she would note my account in case I get charged for the modem. And I am fully expecting that I will be charged.

I received a picture from FedEx today. The equipment was delivered to my future address. Right on their doorstep.

I jumped through every hoop I could jump through to get xfinity to cancel this order. The agent who sold me the service was either incompetent or a liar as she assured me multiple times, in poor English, that my order would not be shipped until the end of July.

And now, when I am trying to get in touch with customer support through chat or phone, I can't reach anybody. The system is literally telling me I have to try again later. So I created this account to tell my story with the hopes that somebody who works with xfinity who knows what they're doing will fix this debacle.

I have never, in my life, experienced incompetence on such a wide scale. I cannot believe that I was told a different story by SEVEN different representatives (including the one at the store)! I cannot believe it is this difficult to ask you not to deliver equipment THAT YOU SAID WOULDN'T BE DELIVERED UNTIL THE END OF JULY! This speaks so poorly of xfinity; how I could be told so many different stories by so many different people that WORK FOR THE SAME COMPANY!

tldr;

There is no communication between xfinity agents

This is the worst customer experience I have ever had in my life

You guys shipped my equipment a month early because the agent that sold me the service was either incompetent or a liar

I will not pay for equipment I did not receive, and I will NEVER use xfinity or Comcast or whatever you want to call yourself again. I would rather not have internet.