Immediate Support Needed - XFINITY DO BETTER!

Good Morning, Xfinity!  

I'm a senior flight attendant and LONGTIME Xfinity customer.  You all have always been wonderful to be for all of my services as I've moved all around over the years. And your customer service is usually top notch.  This time?  The lack of customer service I've recently received is absolutely disappointing.

Over a month ago I received an email from XFINITY saying I was due for complimentary upgrades of my internet modem and my tv box.  I submitted to have both of those delivered to me.  The XFINITY delivery person delivered the package, but the photo of where it was delivered was not even my address.  

I chatted into one of your agents and told them the situation and the promised (used that word) that they would handle it.  They said that they sent a request for them to be sent again. Weeks went by and I never received any confirmation or email concerning the second deliver of the two pieces of upgraded equipment.  

I chatted in yet again.  The agent told me again and promised (used that word) that they would take care of me.  They said they saw no previous requests in the system from the previous agent and went ahead and ordered me a complimentary upgraded modem and tv box.  I received a confirmation text but it ONLY said the tv box. I questioned the agent and they said that the modem would be coming too. It also said I was being charged and I questioned that.  He said that I wouldn't be charged and he would be sending a return slip so I can send my old equipment back.  He said the return slip would be texted to me that evening and a confirmation for the modem would be text to me as well.  No texts concerning any of this matter were received for over 24 hours. 

A day went by and a box was delivered to my door.  It only held the tv box - it DID NOT include the modem OR the return slip.  

I chatted it YET AGAIN.  The agent told me again and promised (used that word) that they would take care of me.  They said that the previous agent CHARGED me for the additional tv box and added TWO tv boxes to my account - for a total of THREE - when I only NEED ONE.  I asked if the wifi modem was on its way and she said that the previous agent did not order it.  I asked if a return slip would be emailed to me - and she said there wasn't one requested.  

She starts to go through the entire situation and tells me that she couldn't ship me the new modem and that I would need to visit a location to pick it up. I told her that I requested them to be MAILED to me over a month ago because I'm a flight attendant and a musical theatre performer in Denver and I don't have any extra time right now for anything else.  It became such an issue that I just told her never mind about the upgraded modem - that I didn't want it if this was going to be such an issue. I then requested a return slip to get this new modem sent back to me.  She said that because she removed all the extra modems from me account that she could not request a return slip and that I'd also have to use my own time to visit an XFINITY store and drop it off myself.

As you can see, I'm just not being taken care of.  I've been a LONGTIME customer with XFINITY and to receive an email saying I can upgrade to new complimentary equipment and to now not be able to receive them and be given no real options to receive them is absolutely ridiculous. I've wasted over a month trying to communicate with several agents who honestly promised what they could not do. It's truly disappointing.  

In the end, I asked the agent for some sort of credit and she was able to get a small $15 approved towards my bill.  That's absolutely not enough for what you all have put me through during this last month.  A lot of my time and energy was absolutely wasted. Time that I can't get back. 

 I'd like this escalated to an actual manager/supervisor and not just another agent.  I'm a flight attendant for United Airlines and pride myself on the customer service I bring to every flight - I expect the same out of other businesses. 

XFINITY...do better!