Xfinity Now - stores can’t help my brother in law to get modem for Now

My brother in law is having major problems getting help to get started with NOW.  His first modem didn’t work so he went into a store to exchange it.  It’s a long story but no one seems to know how to help.  He has been to an Xfinity its store 4 - 5 times.  The last time they said they’d send a modem and it still hasn’t arrived and I don’t believe it will arrive.  I’m working with him to bring his matter to the State Attorney General’s office.  He is low income but not enough for the low income internet program and the Now program is the only one he can afford.  Any ideas how to resolve this problem?  Fortunately he has the Chat dialogue for proof that no one is helping him.