Mobile Phone Add-on - Possible Fraud/Scam Through Chat?

Hello,

I recently was on xfinity chat to remove a $100 tech visit fee - a tech had to visit because I was having pixelation issues and they were unable to connect to my system to diagnose it online. They removed the fee no problem, and since they were so helpful initially I mentioned my bill has risen a lot over the last couple years and asked if they had any deals going on. The rep said if i got rid of the home phone and instead added a mobile phone, my bill would decrease to around $260. We don't use the phone anyway, so I said yeah let's do it. I confirmed with the chat rep that i would still have all the same channels and speeds and add-ons (Netflix, HBO Max, Redzone) for this $260 price and they confirmed that yes it would be the case. It has not been the case.

They had me enter my DOB and SSN into a secure looking form, everything seemed to be going great until mid-chat we get disconnected, i am guessing when they hit the button to make the changes to my account or something (i was on wifi during this chat). I was not sure if the transaction went through so I get back on chat and but have to start all over again and it's someone totally new. I explain the situation, and they say if they send me a different phone, they can actually get me down to $250/month. Stupidly I say let's do it and enter my info into the form again. I repeatedly told them to make sure the initial order was canceled and was assured it would be. 

So 2 phones show up at my house LOL. I go to the xfinity store nearby to return 1 of them, I didn't open anything because I want to make sure I return the "right" phone to avoid any possible issues. The guy in the store says there is no such deal and I will likely get a separate bill for the mobile service on top of the normal bill. He mentioned he has had a few angry customers come in with this same type of thing since they've outsourced the chat - people thinking they have a certain deal then getting stuck with a bill for the mobile service that they weren't expecting. Thankfully I was able to return everything there and he waited with me while I got my emails confirming the refunds for the 2 phones. Then I go home to watch Redzone, and it says it is not activated. Turns out all of my add-ons were removed, they basically just gave me the base channel setup with no add-ons which would have brought the price down to around $260 anyway. Weird.

Now, I got my latest bill and it is for MORE money than before, not even including the Netflix that I have to pay for separately now. And I am getting weird calls from a number with caller ID [Edited: "Personal Information"], saying they are from Xfinity mobile and reviewed my account and they have been providing me with additional services beyond my normal billing plan. They want me to call them at [Edited: "Personal Information"] which doesn't appear to be related to Xfinity. I never opened or activated a phone so this can't be legit.

I'd really like to speak with someone about the potential fraud, and make sure I am not going to be charged for anything related to this xfinity mobile thing. I would also like to talk to someone about getting my bill reduced especially after all of this.