Scams

So I contacted customer service about just curiosity about how much extra a cable box is because I use Roku and it glitches so much. They said $9. I was like ok I'll wait for now. Then he comes back and says, well there is a deal were the box would be free included in the plan, and it would actually lower your bill by $18! Plus we'd send the box priority 1 day for free. I'm like cool! Ok. He sends me the link and I approve it and click the submit. We end the chat thinking we were done like he said.  I never got any confirmation email. So the next day I contact them back and they said the order never went through and now the plan is expired and wouldn't do anything about it. I finally asked to speak to someone on shore who's first language is English and he supposedly escalated it, but I don't trust it. This is not the first things like this has happened.  Last year they changed my plan to better internet and forgot to send out the new modem and just randomly shut off my internet for 2 days and finally went and got the box. Then after like a week a box finally came and I had to go back to xfinity and return that one. The guy at the store said it was a good thing you got the other box first, because they sent you the wrong box! It wouldn't of worked. I also had the same rep lie to me to get me to buy a cell phone that I didn't need. He said that if I get this "free" phone that would be part of your bundle instead of a land line. That's the only way to bundle for cheaper prices. He said they are discontinuing the land line, which I found out later was not true. Well I was not informed that xfinity cell phones are a total different deal and are NEVER a part of a bundle and that they bill separate from a different thing. So I got a separate bill. They refused to address it and now I had the cell line turned off, but now forced to pay for a phone monthly because I "cancelled" early! I can not use the phone. I feel like I should not have to pay the phone payments and get the back pay. They should of took that phone back. And the worst part is that xfinity took away for you to save the chats, so there is never any proof that they are scamming people. And apparently I'm not the only one. Xfinity has a monopoly of high enough internet in my area, so I have NO CHOICE, but to go through them for my internet. I have other options for streaming, but not internet. We have a ton of devices so we have to have this internet. Every other internet in my area is like cell phone slow internet. And when a rep  doesn't understand because of language barriers they just send me to a new rep that I end up on hold in que for.