Offered Reward has been a ridiculous waste of time and loss of services

Last July I had to chat with Xfinity over a billing issue with international data. I was told I had a reward, which was an Apple watch SE and that I could get the watch and keep all my current  xfinity services and get a lower price.

Ok, great, I said yes. Has been a hassle ever since. I lost my Netflix that was part of what I paid Xfinity for (I am still paying out of pocket for this) immediately and spent hours of chatting to get that back which never happened. 

I did manage to later get the Xfinity complete care added at no cost on one of the chats and thought for the most part everything was fixed. Recently I went to watch or record something on Showtime and it says I don't have it. I am very sure it was part of my package before I had the major issue. 

I went to chat with someone today and he was not helpful. They never understand your first request. I wanted him to look at my old bills prior to the changes last year. I can't seem to see my old bills since i Recently moved. He kept saying that I don't have Showtime but he finally said he would look at my old bills then ghosted me. 

I don't have all day to figure this out and was just needing someone to review my records and confirm that I used to have showtime and then add that to my current service.

I can't say that any of the chatting has been very helpful over the last 9 months. I would rather be on hold for 30 minutes on the phone to talk to a person who I know could help me than do this back and forth with someone who claims they will help me but cant even pull up my records.

Can someone here help me or can I make a complaint somehow?