Very Low Quality Customer Experience

I am attempting to purchase a new phone and add mobile on to my internet plan. The whole experience is a nightmare compared to any other service/equipment vendor I can think of. I selected a phone and purchased it along with my plan. I was then told I needed to verify my ID before anything could proceed and I was emailed a link to do so. Upon clicking the link, it took me to another link that sent me a text message to upload some form of ID (totally unnecessary step, an efficient service would provide a way to upload an ID to Xfinity directly). The link sent to me over text message wouldn't open on my phone and opening the exact same link on my laptop took me back to the very same page that sent the text message in the first place. The Xfinity website offers very limited action options, is somehow not user friendly and the chatbot assistant doesn't provide any information I couldn't find by clicking through the website for thirty seconds. Finally, I called tech support and thoroughly explained my problem. They struggled to understand the problem and proceeded to take me down the same route that had not been working, multiple times. Needless to say, that didn't work either.

I was forced to go to my local Xfinity store to verify my ID manually. The employee there was able to view my order and verify my ID in five minutes. I was told my order confirmation could proceed at this point. However, the last email I received was the initial email about verifying my ID within 72 hours. I have had no updates since then, besides an email telling me that I now only have 48 hours left to verify my ID. This tells me the Xfinity system has little to no internal communication between their stores and customer actions on their website. Additionally, my account says my cart is empty, internet is the only service I've signed up for and I have no way to view or track my pending orders because the Xfinity system seemingly has no idea one of their associates already verified my ID.

I can gurantee if I don't pursue this, I'll be sitting here a month from now realizing my phone was never shipped and my mobile service was never added to my plan. What's even worse is that I have been getting periodic cold calls from Xfinity reps nagging me to get a new phone and sign up for an internet/mobile plan. When I finally do, this is my experience. What in the world is going on here folks?