Online order canceled

I placed an online order for watches and mobile service. I received a text seeking to verify my identity and it asked for a photo of my driver's license-front and back. It kept saying that there was glare. We tried different positions several times and then took a copy of the license and it said that it was finally approved. Shortly after, I got a notice that the order was canceled. I texted with a live agent and I have the transcript but ultimately he was only able to duplicate the mobile order because I used a reward voucher for $150 off each watch and since that code was used on the canceled order,  he and his supervisor said too bad. They offered $100 off of each phone but I refused because I would loose a $100 due to no fault of mine via the cancellation. That is a flaw with xfinity in that they didn't take into account a problem such as mine occurring. I spent nearly 3 hours in this process between ordering, trying to confirm my identity, and then only coming to a partial resolution to this. This is not the 1st time we have had such time wasting mistakes via xfinity. Why is there no customer service via phone or even email presented as an option to the customer? Your own marketing says that you have a customer service guarantee, but I am here on "X" seeking resolution. Is this just lip service? It seems that way...

I can only hope to get a response. More time lost. 😔