The most ridiculous customer service

For over 2 months now, I've been trying to get my service install completed, and the representatives on the phone just can't get it right. 

We've been bill for service we didn't have at that time. We've had a temporary cable running through our yard since Sept 29.  I've been told through the "live chat" on the app that a tech appointment was scheduled, and that we've have a credit. Neither of those things happened. When I can actually get someone on the phone, I have been on several LONG phone calls with representatives where I am assured, over and over, that it's "no problem"

Let me assure you... this is in fact a problem

And it seems impossible to get anything escalated.  CSR's on the phone say they can't let me talk to a manager. And the directions here in the fourm appear to be out of date as I dont have a  "square chat icon in the upper right corner of your screen next to the bell icon"

I would LOVE to talk to someone who can get these issues sorted out for me.

• Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
• Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it