Issues with customer service and billing

Hi, I've been having issues with my service and trying to understand what's happening with my account.  As best I can recall, here's what's happened:

1.  I saw my monthly bill went up from $253 dollars to $267 dollars per month starting this month.  That's because fees have changed with the new year.  I'm disabled and live on disability, so I called customer service looking for ways to lower my bill.

2.  I talked to someone, I don't remember her name.  This was about 2 weeks ago or close to that.  She said there was a promotion where you're offering free cell phones and if I transferred my Home Phone to Mobile, my bill would lower by about $60 per month.  I don't remember the exact amount she said, but it was just about $60, something like $207 a month.  I said great!  She started to set up the change but said her system went down or was having an issue and asked if she could call me back the next day at noon to finish the change.  I said great.  She never called back and I haven't heard from her since.

3.  As I was waiting for her to call the next day, I saw a commercial for Xfinity gig-speed internet for $25/month for a year if you get a new cell line.  When the first person didn't call me back, I called in and talked to someone named Mo.  I explained what had happened the day before and asked if he could take care of the change and also set me up with that internet promo price.  Mo said he didn't see that promo in his system but he said he saw another one that would start on the 16th that would save me $25/month.  Mo took my order for changing the Home Phone to Mobile and said I'd be getting the phone in a couple of days.  I told him the promo on the commercial for the internet ended on the 16th and asked if he was sure the promotion he told me about would still be available then.  He assured me it would be and said he'd reserve an appointment on his calendar to call me on the 16th at 12:30pm and set me up with that promo.  Mo never called back and I have not heard from him since.

4.  I got notice from FedEx that my phone would be arriving two days after I talked to Mo.  Unfortunately, FedEx went to the wrong building, so I got a message at 2:30pm that afternoon saying that the phone would be available for pick up at their distribution center.  I'm disabled and can't just go out whenever I want, so I called FedEx to get them to deliver the phone the next day, which they said they would.  However, at 4:30pm the same day, I got an email from Xfinity that my phone had been received.  A few minutes later, I got another email from Xfinity that my phone had been activated and had some number I'd never heard of, a 612 number.  I'm now thinking that someone has stolen my phone and activated it for themselves.  I call FedEx immediately and spent two hours on the phone with them trying to see if they actually had my phone or not.  I finally talked to someone who said the package doesn't look tampered with but they couldn't deliver it until the next day.  I spent a nervous night hoping my phone wasn't stolen...

5.  I received the phone the next day, and the box didn't appear to be opened.  I called Xfinity and explained to them what happened and asked why I got those emails about the phone being received and activated with some number I'd never heard of.  The person said that Mo screwed up and didn't use my Home phone number for the cell phone.  She said I'd have to return the phone via FedEx and she'd send me a new phone with the Home phone number.  I pleaded with her to not make me use FedEx because I always have issues with them.  I told her there was an Xfinity store just down the street and asked if I could return the phone there.  She said to not do that under any circumstance because the employees at Xfinity stores often report phones that are returned in the store as damaged and then keep them for themselves.  I asked her to verify that by switching my Home phone to Mobile I'd be saving $60 on my bill.  I can't remember if she said it would be $40 or if she said she'd need to transfer me to the other department to have them verify it.  I know she transferred me to someone in the other department who verified the bill would be $40 less after the change and she reminded me to call in after my new cell phone arrived and I activated it so they could be sure to take Home Phone of my charges.  I was frustrated by the change from $60 to $40 but, after all the hassle I'd dealt with up to this point, I'd just accept it.

6.  My new cell phone arrived, which should have the right number.  I charged it and then called in to activate it (This was on Thursday 1/16).  I don't remember the name of who I talked to, but she helped me activate the phone.  Then she said it would take 3-5 business days for the home number to be transferred to the mobile, and I probably wouldn't have service on either Home Phone or Mobile on that number until the change completely took effect.  I was not told that before but I said I'd deal with it because I already have a different Mobile line with you anyway.  I asked her to verify that my bill would be $40 lower, like I did with the other people, and she said it would be.  I asked her to transfer me to the other department so I could ask about that internet promo, either the $25/month gigspeed internet or the $25/month discount promo that Mo had mentioned.  She transferred me.

7.  I was transferred to the other department (this call was also on Thursday 1/16).  I asked her about the internet promos.  She said there weren't any.  I asked her to verify my bill would be $40 lower by making the changes I'd made that everyone else had verified.  She said it would only be about $5-10 lower.  I was very, very frustrated.  I asked her if she could see any notes on my account about the other calls and what I was told.  She looked for a minute or two and then quickly said she'd have a supervisor call me back within 2 days.  I told her I'd prefer to be called on my Home Phone but to call on my Mobile if the Home Phone was disabled by then.  It's been two days and I haven't gotten a call.

I've been with Xfinity for about 25 years.  I'm a Diamond reward member.  I don't know where else to turn and am hoping someone here can help me.

I'm disabled.  I'm at home 99.9% of the time.  The only time I use my cellphone is to get Uber and Lyft rides to doctor's appointments and other places I need to go because I can't drive.  I already had a cell phone.  The only reason I agreed to change my Home Phone number over to yet another Mobile line was to save the $60 a month I was promised.  I don't need two cell phones but would like one if it's really free like I was told.

I don't know what's going on with this new cell phone.  The Home Phone is still working and I'm getting pre-recorded calls from Xfinity every day saying my new cell phone hasn't been activated yet and billing is going to start on it soon.  The person I talked to on Thursday said she had activated it.

I don't understand why multiple people promised they would call me but never did.  I don't understand how so many employees could be so mistaken about the services and have given me the wrong information.  Maybe it was the last person who was mistaken.  I don't know.  I'd like to stay with Xfinity because the actual service is great!  The internet is up nearly all the time and the cable tv is too.  I've had other issues with customer service before, though, and it's just too much this time after all this hassle.

Can someone please help me?  Thank you.

Scott