Horrible Customer Service from store: [Edited]

I had the worst experience with Xfinity this week, and this will be my last week as a customer. I have been with Xfinity for a long time, but dealing with the automated call center, call center agents, and even the store representatives, it's my time to say GOODBYE to Xfinity.

Sunday, 10/29, my phone was run over by a truck while at the Colts Game... So the phone is destroyed to shreds and shattered pieces. I couldn't make any calls or see the screen. I couldn't handle any business until Monday. So, I contacted the chat to see if I could use my iPhone 10x as a temporary phone until I get my replacement from Apple. After an hour in the conversation and being transferred from one agent to the next, they told me they could not move over service to the iPhone 10xr because I did not have their internet service. 

Okay cool.... So I have found a different alternative, and that is to leave Xfinity altogether and go with my internet provider and phone service because my new address has a contract with Spec, trim, and I have to go with their internet service.

So, I went to Spectrum, which gave me excellent customer service. Immediately gets on the phone so that we can port over the number. We are on the phone with Xfinity for 2.5 hours, getting transferred from one agent to the next, from online to over the phone, and only to port over a number. So, finally, we got someone to help. We explained to her (call representative), and she said sure, we can help. Do you have a number we can use so that we can send you the past code that you need to get the number ported? After some time, she said that she couldn't do it and we would have to transfer to another agent. We finally got the other agent, who said we sent over the port number needed. The spectrum Agent explained to the Call Rep again that we could not get the text message because we no longer had the phone; apple had it. He says, unfortunately, we do not have another alternative. She will have to go into the store so that representatives can identify her ID, and they can do it from there. At this point, it's 3 hours, and the Xfinity store is about to close, so I have to wait until the next day.

Tuesday, 10/30, I go to the Xfinity store. I sit in the waiting area, waiting for a rep to check me in. A white man walks into the store, and an older white male working there immediately goes over to the man and asks him if he can help him. Another gentleman is working in the store who says she was waiting first. He walks over to me and asks me for my information and what brings me in. I told him I wanted to port over my number to another carrier. He says oh, so you want to leave to another company. I replied Correct; sorry if I wasn't clear. He then goes over to the male, who looks to be in his mid-50s and checks him in. He waits a few minutes and then goes to the white gentleman and says, I will help you first since your request is more accessible. So now I have a bad taste in my mouth because of how he did that. It doesn't matter what the person is in there, for I was in there first, waiting first, and still had to wait an additional 10 minutes to get help. 

I finally get called on. The gentleman who started helping me asked me what brought me to the store. I explained why I was in the store and even explained that I didn't have the phone. He still hands me a blank white card and says you must write down your PIN for the port number I am about to send to your phone. I said, I am sorry, I don't have the phone. I explained that. I don't even have a telephone in control because it's shipped to the Apple store. He immediately says oh, well, there is nothing we can do here. You will have to call our call center; you can use a temp number so that they can send you the PIN, and you can get your port number that way. So I smiled and said I was on the phone with Xfinity for 3 hours yesterday, and the conclusion was that I had to come into the store. I drove 35 minutes to get here because there isn't a closer location. So now that I am here, you are telling me to call Xfinity, and I don't have a phone to call them on. I asked if he could contact them because I do not have a phone, and he said no, I will have to figure out a way, or when I get close to the internet, I can chat with them through the chat.

I don't have that kind of time on my hands, and I was in the Spectrum store, and they did it for me, knowing I didn't have a phone. He said well, I am sorry, there is nothing I can do. So he calls a guy named J*** over and says, " What's going on over here? He says she said she called Xfinity to get a port code, but she doesn't have the phone to get the code. They told her to come into the store, and we could help her, but I don't have access to do it. J*** Looks at his screen and says yes, there's nothing we can do. I said well, I drove 35 minutes to the store. I do not have a phone to call Xfinity again, and they told me to come into the store. He says, "Yeah, they be lying all the time. They tell customers to come into the store all the time, and we can't do much to help you all. I don't know why they tell you to come to the store for this stuff when there's nothing we can do. Sorry..." and he walked away. 

I am sitting there, and I asked the Rep what I should do because you can't help me, you can't call the store, so what do you suggest I do? I even explained to him I was not upset with him; I was just frustrated because I drove a little bit to get here, and I was being turned away. He said let me get my manager. Maybe she will have some suggestions.

The manager comes... She said, "They told me you asked for a manager?" I replied, "No, I didn't ask for a manager. He suggested I talk to you because I needed help and was hoping we could resolve it because I do not have a phone." She said, "Okay, What's your problem?". As I explained the situation, I got to maybe two sentences, and she cut me off, saying There is nothing we can do. You have to call customer service. I said I was explaining, and you didn't let me finish. She said well if you talk to me in this tone, you will be asked to leave. So now I am so confused about what is happening. I am a frustrated customer looking for help, and not one time did she even try to find a resolution. Just immediately, you will be asked to leave. I didn't curse her; I didn't yell at her or anything. So I am still sitting in my seat and ask why are you talking to me like this?

You are being rude. She slams her hand on the desk and says you can get the hell out of my store and points to the door. I said wow, so I am having an issue, and instead of you helping me, you put me out of the store. She then raises her voice and says get out of my store, or you will be escorted out then mumbles BITCH under her breath as if I wouldn't hear it. I left and went back to Spectrum, where they took care of me, got me a temp number, and said to use this number until my replacement phone came back and we could port it over. I am sorry you went through that. They even gave me a gift card for what I went through with a different company!

I have never been out of someone's establishment. I have never been treated that way before. I can't believe she is who you all chose to run your store. 

I am in the process of talking to a legal counsel about the embarrassment I had to face in front of customers who were in the store and her staff. I had tried to get in contact with whoever was above her. Its totally unacceptable and I am not one who goes to this extreme to take action against a rude STORE MANAGER, but I will not let this one go. I refuse to...even if that means having to take legal action in suing this company for putting me out. I have no idea who this woman is because I couldn't see her name badge, but this will not be the last that you all hear from me. 

[Edited: "Personal Information"]