Very Messy experience adding a line and replacing a phone

We called in for support after one of our phones was dropped in a pool and no longer worked and were also trying to add an additional line to our plan.

We already had a replacement for the dead phone which was unlocked and compatible. Somehow the rep that was helping us to activate that new phone, added a second line for that user which generated a $25 activation fee and linked his phone to a new phone number. After a long call, we were able to get his phone number changed back to his old one and supposedly they were going to remove the new line and the charge, which didn't happen. Called in again and the 2nd phone line was finally removed and they say the charge would be removed, though I still see it on the bill at this point (maybe it takes a few days to reflect?)

For the additional line we did want to add, they told us about a promo where we could get a free new phone with 2 years of service. We accepted that deal and let them know the device would need to be mailed out of state since that new user lived elsewhere. The rep said that would be fine and confirmed the address it was supposed to be mailed to. It came to my address instead, so now I have to pay to forward it to the right place. Called in regarding that issue and the rep said they have no way to mail a phone to anywhere except the account address and the previous rep was incorrect to say they could. They advised that they could not cover the shipping charges for me to mail it to the new user. This new line did show up in the app correctly even though the phone was not mailed correctly. 

In addition, the initial rep told us that by adding a 5th line, it allowed us to move everyone onto an unlimited data plan and the price would ultimately be basically the same that we were currently paying. They said This change also had a promotional period where for the first year it was supposed to be a discounted rate that would save us roughly $40 a month for that first year. Awesome, sounded great! Let's do it!  Once again, after checking the app a few days later, the other lines had not moved to unlimited. In yet another call back, they said the ultimate pricing we were quoted was correct, however there was no promotional period. Definitely felt like a bait and switch. We even had a recording of the call where the promo rate was promised but the only thing they could offer was a $50 credit. After waiting on hold for quite a while they advised that apparently a new sim card hand been sent in one of the previous calls (still don't know why, we didn't need it) and they couldn't upgrade the lines to unlimited until that card showed delivered in their system, so they say now we need to call back again in another day or two once it shows up and they should be able to complete the upgrade for us. This whole process seems like it should have been fairly simple, but it has evolved into a nightmare with hours spent on the phone and getting different answers every time. The pricing with Xfinity is good, and previous to this, we haven't had issues, but wow does this make me re-consider our choice to switch here. Hopefully after our next call it is all resolved and supposedly the last rep was escalating to the executive team to see if they can do more for us other than the tiny $50 credit for the bait and switch.