Xfinity CSR lied about needing a tech

I called Xfinity a week before I had to transfer my mother service from apartment to another. Because we’re in the middle of planning a funeral as my mother has lost my father I wanted to make sure she would not be Without her landline for more than a day. After six hours on the phone yesterday, it turns out not only to the customer service rep replied, but you can’t get a supervisor. You can’t escalate the problem and you cannot get any help so now in the middle of planning a funeral my mother has no phone and I have no way of getting a refund for her because Xfinity will not return phone calls either. 

Because she’s in assisted living and they have a contract with Xfinity, we have zero recourse. However, they have inflicted undo stress on my elderly mother and have caused other issues because her Internet is directly connected to her D fib/pacemaker. The fact that I couldn’t get a return phone call the fact that I was on the phone for six hours. The fact that no person could help me at all is beyond bad customer service.