I have been lied to multiple times.

I went in t o a Xfinity store January 11th to upgrade my internet service. I seen the promotion for the free line for a year with 300mbps. I told the guy I wanted that and my fiancé could use the new phone and transfer his number. I have good credit. I told him my credit was locked he ran it anyways and told me I was denied. (My account says eligible for 4500$ for devices) he added the mobile line for some reason anyways. we get home and my fiancé can't activate the new modem he had given us. after sitting on hold for about 3 hours they figured out he had made another account. and figured the mess he made out. we then ordered a new phone online with the same deal and paid $200 ish for the taxes with a live sales rep. he said it would be here in 2 days and nothing else needed to be done. on Tuesday my fiancé contacts customer service asking about it they said its been shipped and on the way its just running a day late(this took a few hours). on Wednesday during the dame exact same ordeal. Wednesday night he was informed the phone was never shipped and they couldn't tell us why but to just re order it. Thursday morning the customer service lady while we were both talking to her said it was my fault for not submitting an id verification via email. Now I understand I didn't do that. I was unaware of this email and my fiancé had been in contact with customer service multiple times and that had never once been mentioned. he canceled his at&t service to switch over. He has continually been told it's our fault and sorry that it's inconvenient. He sat at home waiting for signature required phone instead of working Monday Tuesday and Wednesday . he has spent 30 hours on hold . So we went into a different store to just buy the phone in person and there is now a fraud lock on the account. and was just finally told a escalation ticket has been created but he must wait 24-48 hours to even get a phone now and he canceled  his at&t service(for Wednesday expecting for the phone and service to be switched by then) How can your representatives lie to us multiple times and then blame us for not doing a step we were never informed of while still in daily contact with customer service. this has been a 8 day issue without a single thought of a resolution on Xfinitys part and throwing the blame on us. WE SHOULD HAVE WALKED INTO THE STORE ON THE 11th AND GOTTEN THE PHONE DONE DEAL. THAT NIGHT WE COULD HAVE BEEN INFORMED ABOUT THE verification email OR ON TUESDAY OR WENSDAY but no . we have lost wages time and frustration this is absurd