Does Xfinity just lie to customers?

I don't often write reviews but felt the need to write this one to at least warn others before signing up for Xfinity Mobile. Before I dive in, I do want to give a shoutout to one of the employees that was tremendously helpful. Joshua (or Josh?) at the El Camino Real, Santa Clara, CA store was great. Patient and took the time to explain everything to me. 

As far as my overall experience, here's some quick context. I switched carriers from Verizon when I signed up for Xfinity Wifi to take advantage of the promotions available. I traded in my iPhone for the Z fold 7 and was able to get some sweet device trade in credits. Now, here's where I ran into issues: 

1. Esims. When I was signing up initially, I expressed that I frequently switch devices. Verizon made it easy to swap esims through their app. The Xfinity sales rep told me it's just as easy through their app as well. However, I quickly learned that they make it incredibly hard to do a self-service swap. I don't know the exact technical details but essentially when you have an active line, it's locked to a specific device. Every time I tried to download the esim through my new device, it kept automatically downloading to the registered device on the account. I wouldn't have minded going to the Xfinity store or calling customer service real quick to swap but even they couldn't do it. We learned that you have to go through their third level of IT to swap the IMEI on the back end to ensure the new device gets the esim. So being told that I can easily swap esims myself through the Xfinity app turned out to not be true. 
2. When I got the Z fold 7 I was a little skeptical considering it was my first folding phone. The sales rep told me that I had up until 14 days to return it. Right before the 14 days, I went into the store to swap phones and the manager told me they can technically do an override up until 30 days. I figured why not give the Z fold some more time to get used to. Just a few days after the 14 day return, I went back and decided to switch, only to be told by another store manager that it's not possible, and that if I returned the Z fold I would forfeit the device credits from when I traded in my iPhone (note: I wouldn't get the phone back either). So I was lied to about the 30 day manager override for their return policy. 
3. Couple days later I spoke to one of their customer service live chat agents and explained my situation (i.e., I wanted to return the Z fold, I was told a manager could override up to 30 days, I wanted to get the new pixel 10 pro xl, and still keep the device credits from my iPhone). The live chat agent promised me all of this could be done so we placed an order and started the return process. That same night, I was asked to verify my identify by submitting my ID, which I did. 1-2 days later, I didn't hear anything so I reached back out and was told from another live chat agent that my order had actually been canceled. No warning or anything.
4. I explained the situation to this new live chat agent and he essentially ended up promising me the same thing (that I could return my Z fold, keep the device credits, etc.) So we placed another order for the Pixel 10 pro XL. I was also asked to verify my identity but it didn't go through. So the next morning I call to check in and was told that my verification process didn't go through again. So I just canceled the order and asked to speak to a supervisor to file a complain. The manager hears me out and then ends up directing me to another supervisor in the mobile care team. After talking to this second supervisor, he literally tells me that I only got transferred so that the first manager wouldn't get the negative survey. Apparently, their surveys go out and are tied to the last person you spoke to. It all seemed like they just cared more about who is getting the survey versus trying to solve my actual customer issues. 
5. The next day I call another customer service representative where things are escalated to a supervisor. Essentially this supervisor tells me that the three Xfinity employees shouldn't have promised me what they did because it's not possible. I asked why they couldn't honor it and the lady told me she'd look into it and call me back within 30 mins. Never called back. Her name was Chelsea. 
6. Finally, I call again where I eventually get transferred to another manager. We end up going back and forth. For instance, she tells me my order is not allowed and that the 3 Xfinity employees shouldn't have promised what they promised me. I kept asking why they couldn't honor it and nothing. 

I hope I can still be helped but I also wouldn't be surprised if they're only responding to these forums to come across as they care but nothing is actually getting done on the back end.