Upgrade Internet and get a free phone? NOT!

It was July 2023 when I was calling Xfinity customer service because my flex box no longer worked due to a recent power outage. When I called the girl, Jenny💝, from the Philippines told me I qualified for the AHC or low income program. I told her we do not. She then proceeded to tell me that if I upgraded my 200 MBPS internet to 400 MBPS I could not only receive a free smartphone but get unlimited date and free monthly plan and because I was adding a second phone line it would IN THEORY reduce my internet/mobile bill to be $15…. Of course I thought it was too good to be true and slept on it. She called me the next day and I repeated exactly what she was selling me, did the math, and from what she had said, it only made sense to get a second phone and upgrade my internet. During the upgrade process, she (for some reason) was not able to do the 200->400 upgrade so she had to go from 200->800 (usually like $100 a month) and then downgrade it back down to 400. Fine. Then she signed me up for the phone, activated it, and shipped it to me. She also shipped me not 1 but 2 flex boxes which cost me double shipping! I also had to pay an activation fee for the flex box even though the only reason I was getting a flex box was because the original one faulted out and should have simply received a replacement! Fast forward to receiving my first bill….: what was supposed to be a $75 Wi-Fi bill with $45 taken off due to adding a second line and $10 off due to a digital billing =25 turned out to be $99!! And it didn’t stop there! My mobile phone bill which was $47 for my one phone and supposedly adding a second line FOR FREE with the second line(which should have decreased my bill by $10-20 soo it was supposed to be $35 or so turned into $75! Oh and the FREE phone was not free (I later found out from a real Xfinity CSR that the phone would only have been free if you transferred your current phone to that phone but because I added a new phone number I was liable for paying the monthly fee for the phone-$20 or so…. 
soooo after all of that happened and I tried calling the customer service to get this all reversed and them telling me there was nothing they could do, I went to an Xfinity store and as soon as I went in and told them why was there, THEY KNEW!! They knew that this had been happening to people!! But said there was nothing they could do about it because their customer service was probably the outsourced company of another outsourced company! And they had received MULTIPLE complaints and in person visits from people just like myself! 

they finally reversed it and credited me for the overcharge of the crazy 800 MBPS and requested a shipping label be sent to return the phone. Well that did not hit my inbox. After 3 in person visits they were finally able to send it to me in real time and chalked the lack of return label as a backend error! 

[Edited: "Inflammatory"/"Language"]

-Gold Member