customer service skill, and systematic error

Hi Escalation team or support team.

I am writing what I am currently experiencing with your customer service team - tier 1 tier2 tier 3...

I had business accounts under Comcast for my business, and I tied my 2(two) cellular lines with the business accounts.

Beginning of June, I and my wife successfully sold the business and decided to keep 2(two)cellular lines with my personal accounts of Xfinity.

This is where the nightmare begins.

I called in by dial 611, to talk to xfinity mobile support to order new device including switching to personal accounts with the promotion going on.

I was told yes you are eligible and thank you for staying with us blah blah.

Next day I called in and spoke to other agent to get assist with my final decisions, she can order the new devices and set up the plan with the promotion after you receive the new device.

and I asked her back I usually get the trade-in label and its instruction right after I order new device.

At that time I provided two IMEI numbers with its color and memory size.

The agent confirmed that the insurance team call assurant will send you the trade-in instruction within 1 week since they validated the trade-in value.

I never received emails from Xfinity, or assurance or assuant.

I called in, and agent is saying none of the promotion is applied and they have no authorities to see business accounts or Any conversation from business agent.

The key point I now know is the Business account agent should have upgrade my plan to transfer to personal accounts but did not.

Business account agent supposed to do the plan first and apply the promotion, which was failed.

I understand what happen so far, so I called in to talk to other agent,

Spent about 2 hours to explain again and she ended up to open up the ticket for me and ask me to wait 72 hours to get the resolution.

I waited 2 days and called back in, and I figured out there were no service ticket opened.

I started explain again with new agent and she submitted the new ticket with the same story,

and I know I need to wait 72 hours but I did get the text message that this ticket was closed but no explanation.

I called to figure out, and the service ticket was opened but missing IMEI numbers and order numbers and Back office just closed it without any notices.

I started all again with new agent to file the service ticket with all correct information and this agent was able to let me know after all the ticket updated, "Back office actually knows about your case and they will approve right away but give them 72 hours"

I called in today which was the 3rd day, and I figured out there is no ticket opened again, and now I do not want to do anything anymore,

and the best solution from the agent was re-do everything. which is really sounds stupid.

The agent wants me to return all new 3 devices (I added new line top of 2 existing lines) and re-order again after the return is processed.

I was still asking them to just fix the plan with the right promotion code, not wasting of these devices, shipping costs and labors,

and at the end of the conversation, the Agent still wants to reverse back everything and he processed for the returns for all of my new devices.

This is systematic issues I may say.

with the higher authorization level of manager / supervisor can fix this type of the issues.

The customer is claiming to stay with Xfinity,

Wrong instruction was given with wrong promotion or deal applied,

Now this systematic issues - such as plans can be adjusted without actual returning the devices and wasting all of accessorial pcs I spent.

If you need to reach out to me for more details including my account information, please do so I'm willing to talk to anyone in management team.