order placed

I placed an order with an Xfinity agent May 4, 2026. I was given a confirmation number. I was told the mobile care was added to my account. I followed up on the order in the instructed 4-5 days of expected arrival. I found out no order was placed the confirmation number did not exist. The representative then proceeded to do another check with my sensitive information and I no longer qualified for a finance plan to get my previously ordered device. I proceeded to call in to verify that I spoke with a representative about placing an order. I was told there is no notes of placing an order and I was trasferred to the Mobile Care department to replace a device when I was trying to purchase a new device. I want to know is the call or conversation I had on May 4, 2026 considered fraud or is this a common mistake made on behalf of Xfinity's customer care team?