Our last resort; horrible service

I’m using my husbands account for this. My husband and I have had xfinity for about a year now. Nothing too bad until my husband wanted to switch us from iPhones to google pixels. He got his first while mine was being ordered and he regretted getting the phone. So much so he went to xfinity and exchanged it for the new iPhone. Now it was a waiting game for me to switch mine. We had 14days to do so, but of course FedEx had delayed it and it arrived late. Went into the store and they agreed we should be able to exchange it we just need to talk to the online rep. Did so but the rep did a return not an exchange. Had many tickets open on our account and nothing. HORRIBLE CUSTOMER SERVICE. Can’t get through to a human. AI [Edited: "Language"] and kept going around in circles. Store associates at the Olympia wa location agree that xfinity IS at FAULT, but they can’t do anything. No one is helping. Why can’t I speak to a human for once. This [Edited: "Language"]. Can’t get the iPhone and stuck with an unopened phone we DONT WANT. We will literally call our bank to reverse the charge if we are charged for the pixel and just drop it at a store. HIRE PEOPLE YOURE A MULTI BILLION DOLLAR COMPANY